Location: Guadalajara, Jalisco, Mexico | Hybrid
Company: MezTal
Industry: SaaS | Senior Living | Technology
About the Opportunity
At MezTal, we connect talented professionals in Mexico with exciting career opportunities at U.S.-based companies.
We are looking for a Customer Success & Account Coordinator to support one of our U.S. clients, a growing SaaS company in the Senior Living industry.
Our client provides a technology platform that connects senior living communities with qualified healthcare professionals, helping them manage their staffing needs.
This is not a traditional, script-based Call Center position.
We are looking for someone who enjoys connecting with people, building relationships, thinking on their feet, and finding solutions.
In this role, you won't simply wait for customers to call with a problem. You'll take initiative, reach out to customers, understand their needs, and help create a positive experience for both senior living communities and healthcare professionals.
You don't need years of experience or a strong sales background to succeed. What matters most is your communication skills, confidence, adaptability, and willingness to learn.
If you're someone who enjoys talking to people, isn't afraid of challenging conversations, and knows how to make customers feel valued, we'd love to meet you!
What You'll Do
Customer Relationship Management
- Build and maintain positive relationships with senior living communities and healthcare professionals across the United States.
- Proactively contact customers to understand their needs, answer questions, and maintain engagement.
- Develop trust and rapport through natural conversations, active listening, and consistent follow-up.
- Communicate confidently with different stakeholders, including community managers and decision-makers.
- Handle sensitive or challenging conversations professionally while maintaining positive customer relationships.
- Encourage customers to continue using the platform by providing personalized support and demonstrating its value.
Customer Operations & Support
- Manage inbound and outbound calls, emails, and customer requests in a fast-paced environment.
- Support healthcare professionals throughout their onboarding process, including documentation review and platform requirements.
- Assist with staffing-related inquiries, scheduling concerns, and service issues.
- Follow up with healthcare professionals to understand their availability, encourage engagement, and help them remain active on the platform.
- Collaborate with internal teams to ensure smooth daily operations and a positive customer experience.
- Develop knowledge of assigned U.S. territories, customer needs, and operational requirements.
Proactive Problem-Solving & Ownership
- Take ownership of customer concerns and follow through until a solution is reached.
- Think quickly and adapt your communication style to different personalities and unexpected situations.
- Identify potential problems and take action before they escalate.
- Handle difficult conversations with confidence, empathy, and professionalism.
- Find creative solutions while respecting company policies and procedures.
- Manage multiple priorities while maintaining accuracy, efficiency, and a sense of urgency.
Requirements
What We're Looking For
- Previous experience in a customer-facing role, such as Account Management, Customer Success, Customer Service, Customer Experience, Project Coordination, Sales Support, or related areas.
- Advanced English proficiency, with the confidence and fluency to hold natural, unscripted phone conversations with U.S. customers.
- Strong interpersonal and relationship-building skills.
- Excellent verbal communication skills and the ability to connect with people from different backgrounds.
- Confidence speaking with customers, including managers and decision-makers.
- A proactive attitude and willingness to take initiative without waiting for instructions.
- Strong problem-solving skills and the ability to think quickly in unexpected situations.
- Ability to handle challenging conversations, customer objections, and changing priorities.
- A collaborative mindset and willingness to work closely with a team.
- Adaptability, accountability, and a genuine interest in learning and growing professionally.
- Comfortable working in a structured, fast-paced environment with rotating schedules.
Schedule & Work Arrangement
- Full-time position with rotating schedules covering operational hours between 4:00 AM and 11:00 PM, depending on U.S. daylight saving time.
- Availability to work rotating weekends and Mexican holidays, as required by the operation.
- Five working days per week, with two days off.
- Eight working hours per day, plus a one-hour meal break and two 15-minute breaks.
- Hybrid work model requiring three days per week at the Guadalajara WeWork office (in Midtown Jalisco), with remote-work arrangements for designated early-morning shifts and weekend coverage.
- Schedules are generally assigned weekly and communicated in advance.
What Will Make You Stand Out
- Experience managing customer accounts or building long-term client relationships.
- Background in B2B customer service, account coordination, or project management.
- Experience handling difficult customers, objections, negotiations, or sensitive conversations.
- Previous experience working with U.S. customers or international stakeholders.
- Experience in SaaS, technology, staffing, healthcare, or service-based industries.
- Experience with customer engagement, retention, or consultative sales.
- Familiarity with CRM systems or customer support platforms.
Benefits
- Base salary: $25,000 MXN gross per month.
- Christmas Bonus: 30 days, to be paid in December.
- Major Medical Expense Insurance: Coverage up to $25,000,000.00 MXN.
- Dental and Visual Insurance: Always smile and see with confidence!
- Life Insurance: (Death and MXN Disability)
- Vacation Days: 12 vacation days in accordance with Federal Labor Law
- Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
- Savings Fund: 5% employee contribution matched by the company.
- Cell Phone & Transportation Allowance: Employees receive a monthly total gross allowance of MXN $1,836, paid through payroll under the combined transportation and cell phone concepts.
- Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
- Multicultural Exposure: Work with operations within Mexico and the United States.
- MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
- Exclusive Discounts: Benefits with different companies for being part of MezTal.
- Academic Agreements: Access to national universities and language schools.
