Position: Support Specialist
Location: Mexico City ( Ciudad de Mexico, Mexico)
Hybrid
Salary: 22,000.00MXN - 26,200.00MXN
The Support Specialist helps the customers resolve questions and issues across the restaurant platform. You’ll support customers through tickets, live chat, and phone calls, guiding them through workflows, resolving common issues, and escalating complex cases when needed.
This role is idóneo for someone who is detail-oriented, customer-focused, and thrives in a fast-paced, high-volume support environment.
Responsibilities Provide customer support via tickets, live chat, and outbound phone calls
Ask targeted questions to quickly understand and resolve customer issues
Guide customers through workflows and best practices of the company.
Troubleshoot common platform issues using support tools and knowledge base resources
Escalate complex or technical cases to the appropriate internal teams with clear documentation
Manage and prioritize a personal queue of support tickets while meeting SLA and quality targets
Participate in scheduled live chat support rotations
Identify recurring customer issues and suggest improvements to documentation or processes
Maintain reliable and punctual attendance across assigned shifts, including remote or hybrid work
Communicate proactively with management about availability, schedule changes, or delays
Support customers across multiple time zones
1+ year experience in customer support, help desk, or call-center environments (SaaS preferred)
Strong English communication skills (written and verbal) (B2-C1)
High attention to detail and strong time management skills




Ability to troubleshoot customer issues and provide clear guidance
Comfort using ticketing systems, chat tools, and phone support workflows
Excel skills (sorting, filtering, basic formulas)
Strong problem-solving and customer-focused mindset
Willingness and ability to learn new software and support processes quickly
Reliable attendance and punctuality across assigned shifts
Nice to have Restaurant industry experience
Bachelor’s degree in business, finance, accounting, or related field
Experience supporting SaaS products or business software and ERP, accounting, or inventory platforms
Bachelor’s degree in business, finance, accounting, or a related field
Experience working in high-volume technical support environments
Familiarity with knowledge bases and documentation improvement processes
Experience supporting multi-channel customer support operations (tickets, chat, phone)
We offer a comprehensive benefits package designed to support your health, well-being, and work-life balance.
Benefit options include: Health Insurance, Dental Insurance, Vision Insurance, Life Insurance, Meal Allowance, Monthly Internet & Electricity Stipend and Mental Health Support Resources.
Growth Opportunities: As a key player i you’ll have the chance to shape your role and grow with us.
Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.
As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.

📌 Support Specialist (Ciudad de México)
🏢 Lago
📍 Ciudad de México