We're looking for an organized, customer-focused professional who thrives in a fast-paced environment, enjoys solving problems, and takes ownership of the customer experience from initial contact through resolution.
In this role, you will support direct consumers after they purchase through our Retail Program, helping ensure that post-purchase questions and concerns are handled efficiently, professionally, and with empathy.
What You'll Do
As a Consumer Support Specialist, you will serve as a key point of contact for customers throughout their post-purchase experience.
Your responsibilities will include:
Respond to customer inquiries via
phone and email
Manage approximately
40 to 70 customer support tickets per day
Track, document, and manage customer cases through
Zendesk
Provide timely responses and consistent follow-up on open cases
Assist customers with installation concerns and rescheduling
Coordinate product, kit, and part replacements
Support refund, warranty, and order-related requests
Assist customers who may be dissatisfied with their product, installation, color, materials, or overall experience
Handle frustrated customers with empathy and professionalism while working toward practical solutions




Prioritize multiple open cases to ensure urgent concerns are addressed appropriately
Partner with
Retail Sales, Accounting, Production, and Patterns
to resolve customer issues
Take ownership of customer cases and follow them through to resolution
What We're Looking For
Previous Zendesk experience is required
Salesforce experience
Native-level English proficiency
Previous experience in a
high-volume customer service environment
Strong verbal and written communication skills
(native english)
Excellent multitasking, organization, and prioritization abilities
Post-purchase customer support experience
Strong customer de-escalation skills
Experience with refunds, warranties, replacements, or order management
Experience collaborating across multiple departments to resolve customer concerns
Schedule
Monday through Friday 7:00 AM to 5:00 PM.
Training will last approximately 2 to 3 weeks and will take place from 7:00 AM to 5:00 PM.
Hiring Process
Our selection process includes three interviews, a medical examination and a drug screening
NOTE:
The payroll processed through HSBC
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📌 Consumer Support Specialist (Parque Industrial La Mesa) (Tijuana)
🏢 North American Production Sharing
📍 Tijuana