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 (customer support, operations, finance, payments,

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