Job Summary:

The Senior Customer Support Specialist (Tier 2) provides advanced support for citizens and agency users interacting with Neumo platforms, with a primary focus on payment processing, transactional data, reporting, and financial workflows.

This role is data-heavy and context-driven, requiring strong analytical skills, deep understanding of payment lifecycles, and the ability to investigate transactional issues end-to-end. While some technical troubleshooting is involved, the role is primarily focused on data and transaction resolution, with some IT/system support.

Duties and Responsibilities:

* Serve as a Tier 2 escalation point for complex customer support cases related to:
* Payment processing
* Transaction failures, discrepancies, and reversals
* Refunds, settlements, and reconciliation issues
* Reporting accuracy and financial data validation
* Investigate issues across the full transaction lifecycle, including:
* Payment initiation
* Authorization
* Processing
* Posting and reporting
* Analyze transactional data to identify root causes and provide clear,



accurate resolutions.
* Communicate effectively with customers, internal teams, and stakeholders, ensuring clarity around payment status, timelines, and outcomes.
* Maintain detailed documentation of cases, findings, and resolutions in the ticketing system (e.g., Service Cloud).
* Escalate complex or unresolved issues appropriately, providing full context and data-backed analysis.
* Contribute to team knowledge by documenting recurring issues, workflows, and best practices related to payments and transactions.
* Ensure a high standard of professionalism, accuracy, and customer satisfaction at all times.
* Support system or platform troubleshooting as needed.
* Perform other duties and assigned.

Education and Experience:

* Guadalajara based.
* Native or near-native English proficiency with strong comprehension and written communication skills.
* 6+ years of experience in a related field (custome

📌 Sr. Customer Support Specialist (Guadalajara)
🏢 Neumo Holdings
📍 Guadalajara