We're hiring 2-3 Customer Support / CS Representatives to join our merchant support team. This is a hands-on IC role, not a management or strategy seat.

What you'll do:
Respond to and triage inbound merchant issues across chat, Slack, and email — this is a low call-volume role (think 1-2 calls a month), so most of your day will be async, written communication. You'll resolve what you can and escalate cleanly when needed. You'll be working directly with US merchants, so clear written communication matters.

Who we're looking for:
High-agency, independent operators. People who pick up context fast, troubleshoot without hand-holding, and actively use AI tools to work through problems — whether that's prompting internal tools, Claude, ChatGPT, or similar to draft responses, diagnose issues, or speed up resolution.



We'd rather hire someone adaptable and resourceful than someone with a long support résumé who needs everything spelled out.

Must-haves:
- Strong written English (you'll be merchant-facing with US merchants)
- Based in Mexico, with working hours overlapping US Central business hours
- Experience in platform/marketplace customer support — think Uber, Grab, Shopee, DoorDash, or similar high-volume consumer platforms
- Comfortable using AI tools as part of your daily workflow (e.g. prompting AI to help troubleshoot or draft solutions)
- Comfort with modern support tooling (Intercom or similar)
- Self-directed problem solver

Nice-to-haves:
- Healthcare or fintech SaaS platform support experience
- Spanish and/or Portuguese fluency

If this sounds like you, we'd love to hear from you.

📌 Customer Service Merchant Support (México)
🏢 M-Ocean Recruiting
📍 México