Customer Support Representative Tier 2 Jobs

Customer Support Representative Tier 2

Helpware

Location:
Mexico, Guadalajara

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are seeking a Customer Support Representative Tier 2 – Premium & VIP Customer Experience to serve as the primary point of contact for high-value customers. This role focuses on delivering personalized, concierge-level service, nurturing long-term relationships, and ensuring every interaction feels seamless, human, and extraordinary. You will manage the full customer journey, anticipate needs, coordinate with internal teams, and uphold the highest service standards.

Job Responsibility:

Act as the trusted advisor and single point of contact for VIP customers
Grow and nurture relationships to drive retention and loyalty
Deliver concierge-style, personalized support and proactive communication
Manage end-to-end customer journeys, including inquiries, special requests, and post-event follow-up
Anticipate customer needs and provide tailored solutions
Collaborate with internal teams (Operations, Payments, Logistics) to ensure seamless service delivery
Maintain ownership of assigned accounts with timely updates and resolutions
Represent the brand with professionalism, warmth, and premium-service standards

Requirements:

Minimum 2 years in customer-facing roles (Concierge, VIP Support, Account Management, Hospitality, or similar)
Fluent in Spanish and English (C1/C2)
Experience working with premium, high-profile, or high-value customers
Experience with CRM tools and digital communication platforms
Background in eCommerce, hospitality, entertainment, or premium service environments (desired)
Exceptional communication and relationship-building abilities
Strong problem-solving mindset with autonomy and accountability
High attention to detail and ability to deliver premium service
Ability to multitask, prioritize, and work under pressure
Customer-centric, proactive, and solution-oriented
Strong organizational and digital proficiency (CRM, Office tools, etc.)

Nice to have:

Additional languages, especially European, are a plus

What we offer:

Competitive salary
Hybrid work model
Company-provided equipment
Major Medical Insurance
Food vouchers

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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