Jr Customer Success & Account Coordinator - Hybrid MX

Description

Location:

Guadalajara, Jalisco, Mexico | Hybrid
Company:  Mez Tal
Industry:  SaaS | Senior Living | Technology

About the Opportunity
At  Mez Tal , we connect talented professionals in Mexico with exciting career  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…