Customer Experience Agent - Reviews Tickets Job at Helpware (Guadalajara)

Customer Success Manager

About the Role: We are seeking an experienced Customer Success Manager to overse...

Location

Salary:

2000.00 - 2700.00 USD / Month

RemotivateJobs

Expiration Date

Until further notice

Requirements

Excellent English written and verbal communication skills (neutral, customer-friendly tone)
4+ years of experience in customer support management, ideally in e-commerce/DTC or SaaS
Experience leading teams in high-volume environments (500+ tickets/day)
Hands-on with customer escalations (tickets, calls, Trustpilot reviews, chargebacks)
Proficiency with Gorgias (or similar helpdesk), Shopify, Slack, Notion, Google Workspace
Familiarity with automation tools (Zapier, AI, n8n) – able to scope and manage implementations with consultants
Strong data-driven mindset: reporting and dashboards (Looker Studio, Google Sheets, etc.)
Calm under pressure – able to prioritize and act quickly during spikes
Empathetic yet decisive – able to balance customer satisfaction with protecting the company’s reputation
Process-oriented: skilled at building SOPs, macros, and escalation systems

Job Responsibility

Overseeing all customer support operations: tickets, social comments/messages, Trustpilot reviews, chargebacks
Managing and mentoring a team of 2–3 agents, scaling to 6–8 in the next 12 months
Setting and enforcing SOPs, macros, escalation rules, and quality control standards
Monitoring CSAT, NPS, Trustpilot, ticket volume, response times, and chargeback rates
Planning and coordinating automation projects (AI, Zapier/n8n, Gorgias AI integrations)
Personally stepping in for high-risk escalations (angry customers, VIPs, legal issues)
Collaborating cross-functionally with marketing and operations to ensure customer feedback informs business strategy
Providing weekly performance dashboards and actionable insights

What we offer

Career path to Head of CS / CX Lead as the team scales
Huge potential for upward mobility as part of a fast-growing global brand
Paid training in automation and customer success tools
Work with international consultants on cutting-edge AI and automation projects
Friendly, collaborative, and laid-back internal culture
Paid benefits: 10 vacation days/year, 5 sick days/year, paid national holidays, 13th salary, loyalty bonus, unlimited approved book/course budget
Flexibility and independence once trained, with global exposure to cross-functional projects

Fulltime

Associate Manager | Customer Experience

Ramp is hiring an Associate Manager to lead the frontline of our CX team — the a...

Location

United States , New York, NY; Miami, FL; San Francisco, CA; Denver, CO; Remote (US)

Salary:

88000.00 - 132000.00 USD / Year

Ramp

Expiration Date

Until further notice

Requirements

Ability to work evenings, weekends, and some holidays
Minimum 2 years of experience in a leadership role
Minimum 3 years of experience in a customer-facing technical support role
Excellent written and verbal communication
Proven ability to deliver tailored coaching that drives individual and team growth
Ability to juggle multiple tasks through effective time management and prioritization
Ability to confidently give and receive feedback across all levels, and to adapt ideas based on collective input
Comfort leading teams through fast-paced change and adopting new tools, including AI

Job Responsibility

Develop and coach your team — run 1:1s, deliver feedback that drives improvement, and mentor agents to grow while holding them accountable for results
Drive team performance and consistency — keep focus on key metrics (CSAT, QA, SLA, productivity) by reinforcing playbooks, SOPs, and coverage models, and addressing gaps quickly
Lead quality assurance for your team — own case grading, run QA sessions, and identify knowledge or behavior gaps that impact performance
Leverage data analysis to drive improvements — review performance trends and customer feedback to translate insights into coaching actions and process refinements
Cultivate a positive, motivating culture — build an environment where agents feel recognized, supported, and inspired to deliver their best work
Lead your team through change — ensure adoption of new workflows, tools, and AI-driven processes with clarity, communication, and steady leadership
Foster collaboration across peers and leaders — engage in and model open feedback, idea-sharing, and cross-functional problem-solving
Collaborate cross-functionally — partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the customer and agent experience
Stay connected to the work — handle escalations and occasionally take calls and tickets to remain close to customer needs and frontline realities

What we offer

100% medical, dental & vision insurance coverage for you
Partially covered for your dependents
One Medical annual membership
401k (including employer match on contributions made while employed by Ramp)
Flexible PTO
Fertility HRA (up to $10,000 per year)
Parental Leave
Unlimited AI token usage
Pet insurance
Centralized home-office equipment ordering for all employees

Fulltime

Knowledge Management Analyst

The Knowledge Management (KM) Analyst is responsible for the health, accuracy, a...

Location

United States , Pataskala

Salary:

Not provided

Ann Taylor

Expiration Date

Until further notice

Requirements

2+ years of experience in a Knowledge Management, Content Strategy, or Quality Assurance role, preferably within a retail or large contact center environment
Proficiency with Knowledge Management Systems (KMS) platforms (e.g., NiCE mPower)
Proven ability to use data (search logs, usage reports, C-Sat/FCR metrics) to drive content strategy and decision-making
Excellent written and verbal communication skills with a demonstrated ability to translate complex technical information into clear, easy-to-understand content

Job Responsibility

Monitor and Analyze KB Performance: Routinely track and report on key knowledge metrics, including usage rates, search success, content findability, and article deflection rates
Ensure Content Accuracy: Implement a proactive auditing schedule and content decay process to ensure all articles, policies, and procedures are current, compliant, and accurate
Identify Content Gaps: Analyze agent and customer search data, feedback submissions, and support ticket trends to identify critical missing or inadequate knowledge content
Enforce Content Standards: Own and maintain the KM Style Guide and quality standards, ensuring all new and updated content adheres to tone, formatting, and clarity requirements
Manage Feedback Loop: Govern the workflow for submitting, reviewing, and acting on agent and customer feedback, ensuring quick resolution and improved content quality
Optimize Publishing Workflow: Manage the content lifecycle (drafting, review, approval, publishing, and archival), ensuring efficiency and speed to market for critical updates
Support AI Solutions: Act as the KM Subject Matter Expert (SME) for all AI and automation initiatives (e.g., chatbots, virtual agents, self-service portals) that rely on the knowledge base
Maintain AI Readiness: Ensure KB content is optimized for machine consumption, including proper tagging, classification, and metadata to maximize the effectiveness of AI deflection
Analyze Experience: Monitor the agent and customer experience within the KM tools and AI channels, providing actionable insights to enhance usability and reduce friction

What we offer

You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies
Support for your individual development plus opportunities for career mobility within our family of brands
A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities
Medical, dental, vision insurance & 401(K)
Employee Assistance Program (EAP)
Time off – paid time off & holidays

Fulltime

Lead Customer Success Manager

About the Company: The Panda Drum is a fast-scaling Ecommerce DTC brand built ar...

Location

Salary:

Not provided

RemotivateJobs

Expiration Date

Until further notice

Requirements

Excellent English written and verbal communication skills (neutral, customer-friendly tone)
4+ years of experience in customer support management, ideally in e-commerce/DTC or SaaS
Experience leading teams in high-volume environments (500+ tickets/day)
Hands-on with customer escalations (tickets, calls, Trustpilot reviews, chargebacks)
Proficiency with Gorgias (or similar helpdesk), Shopify, Slack, Notion, Google Workspace
Familiarity with automation tools (Zapier, AI, n8n) – able to scope and manage implementations with consultants
Strong data-driven mindset: reporting and dashboards (Looker Studio, Google Sheets, etc.)
Calm under pressure – able to prioritize and act quickly during spikes
Empathetic yet decisive – able to balance customer satisfaction with protecting the company’s reputation
Process-oriented: skilled at building SOPs, macros, and escalation systems

Job Responsibility

Overseeing all customer support operations: tickets, social comments/messages, Trustpilot reviews, chargebacks
Managing and mentoring a team of 2–3 agents, scaling to 6–8 in the next 12 months
Setting and enforcing SOPs, macros, escalation rules, and quality control standards
Monitoring CSAT, NPS, Trustpilot, ticket volume, response times, and chargeback rates
Planning and coordinating automation projects (AI, Zapier/n8n, Gorgias AI integrations)
Personally stepping in for high-risk escalations (angry customers, VIPs, legal issues)
Collaborating cross-functionally with marketing and operations to ensure customer feedback informs business strategy
Providing weekly performance dashboards and actionable insights

What we offer

Career path to Head of CS / CX Lead as the team scales
Huge potential for upward mobility as part of a fast-growing global brand
Paid training in automation and customer success tools
Work with international consultants on cutting-edge AI and automation projects
Friendly, collaborative, and laid-back internal culture
Paid benefits: 10 vacation days/year, 5 sick days/year, paid national holidays, 13th salary, loyalty bonus, unlimited approved book/course budget
Flexibility and independence once trained, with global exposure to cross-functional projects

Fulltime

Service Desk Agent

Join a fast-moving, friendly, and client-focused IT team that’s serious about se...

Location

United Kingdom , Hebburn

Salary:

20800.00 GBP / Year

ITC Service Ltd

Expiration Date

Until further notice

Requirements

A love of (and ability to) Solve Problems & Challenges
Great communication skills, founded in being a good listener
An understanding of support tools, techniques and how technology is used to provide services
Strong understanding of operating systems, business applications, printing systems and network systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
IT literate – Advanced user level
Drivers license

Job Responsibility

Providing a first point of contact for customers through our service desk, be that via phone, email or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with basic remote troubleshooting
Use our Ticketing System to work on and resolve Service Desk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process
Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes

Fulltime

Customer Support Agent

As a Customer Support Agent, you’ll be on the front line supporting healthcare p...

Location

Philippines , Quezon City

Salary:

Not provided

Heidi

Expiration Date

Until further notice

Requirements

2+ years’ experience in customer support or customer service roles, ideally within SaaS, HealthTech, or other high-trust environments
Strong customer empathy and pride in delivering thoughtful, high-quality human support
Excellent written and verbal communication skills, with the ability to explain complex or technical topics clearly and empathetically
A structured, detail-oriented approach to problem-solving, with sound judgment and high attention to accuracy – particularly in healthcare or regulated contexts
Comfort working within defined processes and SOPs while applying judgment in edge cases
Ability to learn technical products and navigate multiple tools and systems (e.g. ticketing platforms)
Ability to manage multiple conversations and priorities while maintaining quality, composure, and professionalism
A collaborative mindset and willingness to share feedback, learn, and continuously improve
Flexibility - this role is expected to have flexibility of weekend/evenings work as we may be required to adjust the roster to suit current challenges

Job Responsibility

Act as the first point of contact for customer queries via chat, email, and phone, providing timely, professional, and reassuring support
Develop a strong understanding of how Heidi works and how customers use it in real-world clinical contexts, enabling accurate and relevant guidance
Manage customer support cases from first contact through investigation, resolution, or through cross-functional escalation, ensuring issues progress efficiently and effectively
Deliver clear, calm, and empathetic communication, particularly when customers are frustrated, uncertain, or working in time-sensitive clinical environments
Diagnose and troubleshoot product or usage issues using structured thinking and sound judgment, balancing speed, accuracy, and care
Follow established support processes and SOPs, applying judgment in edge cases to ensure safe, consistent, and high-quality customer outcomes
Efficiently escalate complex or technical issues with clear context, documentation, and reproduction steps, transferring ownership to enable timely resolution
Contribute to continuous improvement by reviewing resolved cases, identifying recurring questions, sharing insights with internal teams

What we offer

Work from home, with possibility of hybrid work in the future
Learn from some of the best engineers and creatives, joining a diverse team
The rare chance to create a global impact as you immerse yourself in one of the leading healthtech startups
If you have an impact quickly, the opportunity to fast track your startup career!
Help us reimagine primary care and change the face of healthcare in Australia and then around the world

Fulltime

Customer Service Trainer

The Customer Service Trainer is responsible for enhancing the quality, consisten...

Location

India , Vadodara

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

4 – 6 years in roles such as Customer Service Trainer or Quality Analyst
Hands-on experience in call quality improvement, coaching, and performance management
Proven experience designing and delivering training programs to enhance call handling and customer communication
Experience conducting call audits, root cause analysis, and quality calibration sessions
Demonstrated success coaching agents in call flow, probing techniques, empathy, and resolution effectiveness
Familiarity with QA frameworks, CSAT, FCR, AHT, and repeat call reduction initiatives
Experience with e-learning tools, LMS platforms, or virtual training sessions
Bachelor’s degree in communications, Education, Business, or related field (preferred)

Job Responsibility

Design and deliver call quality training programs for Managed Services employees (e.g. Level 1, Level 2, Level 3, RMM, Incident Management Analysts etc)
Develop and train on email, chat, and ticket etiquette aligned with best practices
Conduct new-hire onboarding and refresher training focused on call handling excellence
Create role-play scenarios based on real customer issues and call recordings
Provide one-on-one or group coaching on: Tone, volume, pacing, and clarity
Controlling calls and active listening
Grammar and professional communication
Empathy and conflict resolution
Eliminating dead air and ensuring professionalism
Written communication to customers

Customer Experience Advocate

As a Customer Experience Advocate at Credit Genie, you will serve as a primary p...

Location

United States , Plymouth Meeting

Salary:

65000.00 - 75000.00 USD / Year

Credit Genie

Expiration Date

Until further notice

Requirements

Bachelor’s degree from an accredited institution required
1–3 years of experience in customer service, contact center operations, or a related customer support role
Demonstrated ability to provide professional, empathetic, and accurate customer support in a fast-paced environment
Strong written and verbal communication skills with the ability to clearly explain information and resolve issues
Experience working with CRM or ticketing systems
Zendesk experience preferred
Strong organizational and time management skills with the ability to manage multiple cases simultaneously while meeting service level expectations
Comfort navigating multiple systems and tools concurrently, including internal platforms and standard productivity tools (e.g., Google Workspace or Microsoft Office)
High attention to detail and the ability to follow established workflows, policies, and procedures
Ability to handle sensitive customer and financial information with discretion and professionalism

Job Responsibility

Respond to customer inquiries ensuring prompt, professional, and empathetic support leveraging approved communication templates and frameworks
Troubleshoot and resolve common issues related to account access, product usage, eligibility, and transactions
Adhere to internal SLA targets for response and resolution times while maintaining high quality standards
Escalate complex, sensitive, or unresolved issues to senior agents or leadership with clear documentation and recommendations
Follow established workflows and standard operating procedures (SOPs) to ensure consistent, accurate, and compliant customer handling
Maintain accurate and complete records in the CRM tool (Zendesk), ensuring all cases are properly categorized, documented, and resolved
Identify recurring customer pain points, trends, and process gaps, and communicate findings to leadership and cross-functional partners
Uphold Credit Genie’s tone, brand voice, and customer-first philosophy in every customer interaction
Partner with peers and senior agents to share best practices and maintain consistent service quality across the team
Participate in training sessions, calibration meetings, quality reviews, and process updates

What we offer

Offers Equity
Offers Bonus
100% company-paid medical, dental, and vision coverage for you and your dependents on your first day of employment
Receive up to $100 per month in fitness reimbursement or enjoy a complimentary full membership to LifeTime Fitness or Equinox
401(k) with a 3.5% match and immediate vesting
Meal program available for both lunch and dinner
Pre-tax benefits, including a $1,000 HSA match
Life and accidental insurance
Flexible PTO

Fulltime

Customer Experience Agent - Reviews Tickets

Helpware

Location:
Mexico , Guadalajara

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 05, 2026

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Job Posted:January 05, 2026

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Job Posted:
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