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Software, SaaS, Emergency Management, Critical Communications, Public Safety

Customer Support Specialist - MXC (Mon-Fri 2:30pm to 10:30pm CST)

Mexico CityHybridFull TimeEntry-level (exp-based)Posted 19 days ago

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Required skills

  • customer support
  • Zendesk
  • Slack
  • Excel
  • Outlook
  • English
  • Spanish
  • bilingual
  • phone etiquette
  • listening skills

Nice to have

  • roll-up-your-sleeves mentality
  • continual learning
  • willingness to be coached

Role summary

AlertMedia is seeking a Customer Support Specialist for its Mexico City office. This hybrid role involves providing exceptional customer support via email, phone, and chat, addressing product issues and account questions. The ideal candidate has 1-2 years of customer support experience, proficiency with tools like Zendesk and Slack, and strong communication skills. Bilingual English/Spanish is required. The role requires working Monday-Friday from 2:30 PM to 10:30 PM CST and involves 2 days per week in the office. AlertMedia does not sponsor visas and requires candidates to have the legal right to work in Mexico.

Do work that matters.

At AlertMedia, we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform.

Our core values drive us in our important mission of keeping people safe & informed:

  • We’re humans not robots
  • Customers always come first
  • We work better together
  • Simplicity is our strength
  • Our reputation is priceless
  • Hard work pays off 

    • Who you are:

    You'd be excited to buy into our "customer love" mentality and are motivated by going above and beyond for the customers you serve. Ideally, you have 1-2 years of experience in customer support. You are a team player, have a roll-up-your-sleeves mentality when it comes to AlertMedia customers needing support. You are motivated by cheerfully, promptly and professionally helping resolve customer issues whether it be by email, phone call or customer chat. You value a "we're all in this together" mentality with your team and enjoy on-going training and increasing your product knowledge.

    What you get to every day: 

  • Support AlertMedia customers by assessing inbound tickets and live chats inquiring about product issues and general account questions in a prompt manner.
  • Communicate with professionalism and empathy as you work to resolve customer issues.
  • With the help of our Learning & Development Manager, you will stay updated on product knowledge.
  • Manage customer tickets within our case queue.
  • Go the extra mile in interacting with our customers, ensuring they have a “world class” support experience.
  • Escalate advanced customer cases to the appropriate team members.
  • Collaborate with fellow team members, sharing your experiences and knowledge.

    • What you bring to the role: 

  • 1-2 years of experience in a customer support role in software is preferable
  • Familiarity with Zendesk, Slack, Excel, Outlook, or similar
  • Tons of energy, humor, compassion, and enthusiasm
  • A passion for continual learning with a desire and willingness to be coached
  • The ability and desire to work in a fast-paced challenging environment
  • Exceptional phone etiquette & written communication skills
  • Strong listening skills
  • Thrives with both autonomy and collaboration
  • Outstanding communication skills
  • This position is not eligible for visa sponsorship
  • Bilingual English/Spanish is a must
  • This is a hybrid role 2 days a week at the office, you must be able to work these shift hours: Mon-Fri 2:30pm to 10:30pm CST

    • Location: This is a hybrid position (2 days a week) in our downtown Mexico City (Reforma area) offices.

    Sponsorship: AlertMedia does not sponsor. Must have the legal right to work in Mexico without sponsorship now and in the future.

    Why you’ll love working at AlertMedia:

  • Competitive Base Salary
  • Annual Company Bonus
  • 100% Employer-Paid Medical, Dental, and Vision Coverage
  • Parental Leave Program
  • Christmas Bonus (Aguinaldo)
  • Generous Vacation and Holiday Policy
  • Monthly Work-from-Home Stipend
  • All Necessary Equipment Provided: Laptop, monitor and accessories
  • Recognition & Rewards: We celebrate wins big and small
  • Language Immersion Program with employees spread out across the globe (English, Spanish, etc...depending on your interest)
  • Continuous Learning & Growth: From mentorship and tech talks to personalized 1:1 career development sessions, we’re deeply committed to investing in your professional journey
  • Award Winning Culture: We’re passionate about the meaningful work we do—and even more grateful for the incredible people we get to do it with!

    • About AlertMedia:

    We are the leading risk intelligence and response platform — trusted by the largest companies in the world to protect their people and assets when it matters most. We are a high-growth, PE-backed SaaS company with more than 4,000 clients scaling rapidly across the globe. Our technology is unmatched with a unified platform, a 7+year history of AI innovation, a customer NPS of 70+, and a culture that sets us even further apart from our competition.

    We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

    This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.

    Come join us in our mission to save lives and minimize loss through effective communication.

    By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/

    Ready to apply?
    You'll be redirected to AlertMedia's application page.

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