Sometimes people need help understanding a product they rely on,finding the right information, resolving an issue, or simply getting a clear answer from someone who cares.
As a Customer Support Representative, you'll be the person customers trust when they need guidance. You'll handle conversations across phone, email, chat, and online channels, helping customers with product questions, concerns, orders, returns, and account-related needs.
This role is about combining empathy with accuracy. You'll solve problems, explain information clearly, and make sure every interaction follows the right process—especially when supporting customers in a healthcare-focused environment.
If you're someone who enjoys helping people, stays calm under pressure, and knows how to turn a difficult conversation into a positive experience, you'll fit right in.
Your day-to-day!- Provide exceptional customer support through phone, email, chat, Q&A platforms, ratings, and reviews
- Understand customer concerns and research the right information to provide accurate responses
- Help customers with product questions, promotions, pricing, package information, and service-related topics
- Maintain detailed and accurate customer records while following required procedures and guidelines
- Follow healthcare and compliance processes when handling customer complaints and sensitive cases
- Escalate complex situations to the appropriate internal teams when needed
- Support order fulfillment processes, including returns and customer requests
- Provide clear explanations while following approved communication guidelines
- Stay updated on product knowledge, company updates, and customer service processes
- Manage priorities independently while maintaining quality and productivity standards
- 2+ years of customer service or call center experience
- Strong English communication skills (American English preferred)
- Excellent verbal and written communication skills
- Experience supporting customers through email and chat
- Strong problem-solving and objection-handling skills
- Ability to manage difficult or sensitive customer conversations professionally
- Comfortable working with performance metrics and KPIs
- Strong computer skills, including Google Workspace and Microsoft Office
- Ability to learn new systems, processes, and product information quickly
- Positive attitude toward coaching, feedback, and continuous improvement
- Strong team-player mindset and work ethic
- $16,500 MXN gross monthly salary
- Paid training
- Full law benefits
- 8% Savings Fund
- $1,000 MXN monthly food vouchers after 2 months
- Major Medical Insurance after 3 months
Skills Required
- 2+ years of customer service or call center experience
- Strong English communication skills
- American English preferred
- Excellent verbal and written communication skills
- Experience supporting customers through email and chat
- Strong problem-solving and objection-handling skills
- Ability to manage difficult or sensitive customer conversations professionally
- Comfortable working with performance metrics and KPIs
- Strong computer skills, including Google Workspace and Microsoft Office
- Ability to learn new systems, processes, and product information quickly
- Positive attitude toward coaching, feedback, and continuous improvement
- Strong team-player mindset and work ethic
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
