Customer Support Specialist

Customer Support Specialist - Mexico
Location: Mexico City or Mérida, Mexico
Work arrangement: Hybrid
Employment: Full-time
About Getmee
Getmee is an Australian AI company delivering education and employability technology to help learners improve their English, communication, interview and employability skills.
Our technology is used by education, employment and workforce development organisations to provide personalized AI coaching and learning experiences at high scale. As we continue to grow our presence in Mexico and Latin America, we are looking for a Customer Support Specialist to join our team locally.
The role
We are looking for a proactive and people-focused Customer Support Specialist based in either Mexico City or Mérida.
You will be one of the key connections between Getmee and our customers, partners and learners in Mexico. You will be responsible for making sure our customers are supported, technical issues are resolved within the agreend SLAs and learners get the best possible experience from our platform.
You will work closely with customers, understand their needs, help with onboarding and training, identify recurring issues and collaborate with our product and technical teams in Australia.
You will also play an important role in helping the team continuously improve the experience for our Spanish-speaking users.
Key responsibilities
● Provide friendly and responsive customer support in Spanish and English across email, chat, video calls and other support channels.
● Respond to customer questions, troubleshoot platform issues and ensure problems are followed through to resolution on ZenDesk.
● Support the onboarding of new customers, administrators, educators and users.
● Conduct online and face-to-face product demonstrations and training sessions when required.
● Build strong relationships with our customers and partners in Mexico.
● Monitor support requests and identify recurring issues, user feedback and opportunities for improvement.
● Escalate technical issues to Getmee's product and development teams with clear information and context.
● Follow up with customers to ensure issues have been successfully resolved.
● Create and maintain Spanish-language help resources, FAQs, guides and other customer-support materials.
● Support customer engagement, adoption and usage of the Getmee platform.
● Work closely with our Australian team across customer success, product, technology and operations.
● Provide feedback on Mexican customer and user needs to help improve our products and services.
● Assist with local customer meetings, workshops and events when required.
About you
We're looking for someone who enjoys helping people and solving problems.
You'll ideally have:
● Previous experience in customer support, customer success, SaaS, EdTech or technology support.
● Excellent written and spoken Spanish.
● Good written and spoken English.
● Strong communication and interpersonal skills.
● Confidence communicating with customers through email, chat and video calls.
● Strong problem-solving skills and the ability to investigate issues before escalating them.
● Good technology skills and the ability to quickly learn new software platforms.
● Strong organisation and attention to detail.
● The ability to work independently while collaborating with an international team.
● A positive, customer-first mindset.
● An interest in AI, education, employability or technology.
What success looks like
You'll help us ensure that customers and users in Mexico feel supported from the moment they start working with Getmee.
Why join Getmee?
You'll join an Australian technology company using AI to create meaningful social and economic impact.
You'll have the opportunity to:
● Help grow Getmee's presence in Mexico and Latin America.
● Work with an international team across Australia, India and Mexico.
● Work with emerging AI technology in education and employability.
● Build relationships with universities, education organisations and workforce partners.
● Have a direct influence on how we support and grow our customers in Mexico.
● Work in a flexible hybrid environment based in Mexico City or Mérida.
We're looking for someone who wants to grow with us and help create an outstanding experience for every Getmee customer and learner in Mexico.
Apply here or send your resume to hi@getmee.ai

Work arrangement
No