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 DoAs 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 emailManage approximately 40 to 70 customer support tickets per dayTrack, document, and manage customer cases through ZendeskProvide timely responses and consistent follow-up on open casesAssist customers with installation concerns and reschedulingCoordinate product, kit, and part replacementsSupport refund, warranty, and order-related requestsAssist customers who may be dissatisfied with their product, installation, color, materials, or overall experienceHandle frustrated customers with empathy and professionalism while working toward practical solutionsPrioritize multiple open cases to ensure urgent concerns are addressed appropriatelyPartner with Retail Sales, Accounting, Production,



and Patterns to resolve customer issuesTake ownership of customer cases and follow them through to resolutionWhat We're Looking ForPrevious Zendesk experience is requiredPrevious experience in a high-volume customer service environmentStrong verbal and written communication skills (native english)Excellent multitasking, organization, and prioritization abilitiesPost-purchase customer support experienceExperience with refunds, warranties, replacements, or order managementExperience collaborating across multiple departments to resolve customer concernsScheduleMonday 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 ProcessOur selection process includes three interviews, a medical examination and a drug screeningNOTE: The payroll processed through HSBCReady to Join Our Team?
If you have Zendesk experience, strong English communication skills, and experience managing high-volume customer support, we want to hear from you.If you're organized, empathetic, comfortable handling challenging customer situations, and motivated to take ownership of problems through resolution, apply today and take the next step in your customer support career.
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📌 Consumer Support Specialist (Parque Industrial La Mesa) (Tijuana)
🏢 North American Production Sharing
📍 Tijuana