Overview
Customer Experience Specialist Jobs in Mexico at MangoTalent
Title: Customer Experience Specialist
Company: MangoTalent
Location: Mexico
📍 Location: LATAM
📝 Contract: Full-time, Permanent
💻 Work Modality: 100% Remote – CST (Central) Timezone
❗ Only CVs in English will be accepted
💰 Salary: $1,200 – $2,100 USD/month
Role and Company Overview:
A US-based CX and retention marketing agency serving established DTC and e-commerce brands is hiring a remote CX Agent. This role sits at the heart of client delivery — managing customer support queues across email, chat, and helpdesk for multiple brands, working alongside AI support tools, and ensuring every customer interaction is accurate, on-brand, and handled with care.
Responsibilities:
- Manage the CX queue across email, chat, and helpdesk channels, keeping response and resolution times within target
- Handle social media CX — DMs and comments — in each brand's voice as needed
- Resolve customer inquiries using existing SOPs and playbooks with accuracy and care
- Troubleshoot common issues independently and escalate complex or sensitive ones at the right time
- Keep customer records and documentation clean so context is never lost
- Work alongside AI support tools, owning the tickets that require a human touch
- Participate in team meetings, syncs, and account check-ins
- Flag process gaps and suggest improvements as the team scales
Requirements:
- 3+ years of customer support / CX experience, ideally for a DTC, e-commerce, or CPG brand
- Excellent written English — clear, warm, on-brand, and error-free
- Comfort with helpdesk tools (Gorgias, Zendesk, or similar)
- Strong organizational habits and attention to detail
- Ability to work independently in a remote, async-friendly environment
Nice to Have:
- Experience supporting multiple brands or accounts simultaneously
- Familiarity with retention concepts (subscriptions, post-purchase experience, win-back)
- Social media CX experience (DMs / comments for a brand)
- Experience writing or improving SOPs and CX documentation
Software and Tools Used:
- Gorgias
- Zendesk
