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Customer Experience Agent - Reviews Tickets

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Helpware

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Location:
Mexico , Guadalajara

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Our client is the leading marketplace for business service providers — our platform offers B2B companies the opportunity to build a strong online presence and attract new clients through a well-curated profile and in-depth reviews of their past projects or partnerships. The Customer Operations department is responsible for supporting all service providers in navigating our platform and getting the most out of their experience with our client. Based on business needs, teammates in this role will either support our client’s Customer Experience team (focus on all customers) or the Customer Success team (focus on higher-paying customers) across both teams, Customer Operations Agents will support a mix of internal and externally facing activities including: External Support Tickets; Paid Account Support; Internal Ticketing Pipelines (Admin); Occasional Phone-Based Comms.

Job Responsibility:

  • Navigate our client’s CRM to manage incoming support requests and queries
  • Resolve and respond to tickets following established processes, policies, and SLAs
  • Escalate and source support from other departments as needed
  • Address general support concerns through established ticket pipelines
  • Provide additional guidance for paying customers on profile performance, billing, and other paid options
  • Work with Account Managers to provide high-touch support to select customers
  • Interview clients about their experience with a service provider over the phone — following a script to guide the conversation
  • Make direct calls to clients upon request with the intent of collecting their feedback for a review
  • Complete admin-related tasks that help customers optimize and get more value out of their our client profile

Requirements:

  • 1-2 years of professional experience
  • Advanced English skills (both spoken and written)
  • Familiarity with the B2B industry
  • Familiarity working within a CMS (Wordpress, Drupal, etc)
  • Familiarity working within a CRM (Salesforce, HubSpot, etc)
  • Basic online research skills
What we offer:

Opportunity for a merit-based salary increase as a result of performance evaluation

Additional Information:

Job Posted:
January 05, 2026

Employment Type:
Fulltime
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