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Full-time
Posted 12d ago
~40 hrs/week
Remote in Mérida, Yucatán, Mexico
Responsibilities
The Customer Specialist serves as the primary point of contact for salons and distributors, independently resolving inquiries and managing account-related issues. They are responsible for delivering VIP-level support, maintaining accurate program data, and coordinating across internal and external teams.
Requirements
Candidates must have at least 3 years of customer service experience, preferably in high-touch or premium client segments. Proficiency in cloud-based applications, specifically Google Workspace and Excel, along with strong analytical and communication skills, is required.
Full job description
A LITTLE BIT ABOUT Boldr
Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
We are a global team, united by our desire to connect diverse people with common values for boldr impact.
We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.
LET’S START WITH OUR VALUES
Meaningful connections start with AUTHENTICITY
We do our best work by being CURIOUS
We grow by remaining DYNAMIC
Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
At the heart of great partnerships, we’ll always find EMPATHY
WHAT IS YOUR ROLE
As a Customer Specialist, you will serve as the primary point of contact for participating salons and distributors in the client's Sustainable Beauty Partner rewards program, independently resolving inquiries for a portfolio of approximately 4,000 salons and 20 distributors across the US and Canada.
You will exercise proactive, independent critical thinking to determine appropriate solutions, and deliver white glove, VIP level support to high end beauty salons, with personalized, empathetic written communication tailored to each partner rather than templated responses. You will also ensure timely support, accurate program maintenance, and seamless coordination across internal teams and external partners.
WHY DO WE WANT YOU
We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.
WHAT WILL YOU DO
Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
Independently resolve inquiries and account, order, and program related issues for approximately 4,000 participating salons and 20 distributors across the US and Canada, exercising sound, proactive judgment rather than defaulting to escalation.
Deliver white glove, VIP level support to high end beauty salons in the program, crafting personalized and empathetic written communication for each interaction.
Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved, including order, account, and program related issues.
Ensure proper and timely escalation of genuinely complex or sensitive issues to meet internal and external expectations, including troubleshooting and escalating technical issues as needed.
Support the returns process, including tracking returns and reviewing and updating account records accordingly.
Manage partner redemption opportunities and reporting, including tracking status and ensuring timely completion.
Build and maintain Excel based reporting for redemption tracking and program performance, ensuring accuracy for internal and client facing use.
Maintain and update program materials, such as order forms and product information, including managing product transitions and communicating availability timelines.
Support administration of program tracking initiatives, including compiling submissions and coordinating communications with participating partners.
Act as a point of expertise on program structure, redemption processes, and partner accounts, supporting teammates and contributing to continuous process improvement.
You are expected to deliver service excellence and maximize customer satisfaction.
Work with the client team to stay updated on product and service knowledge.
WHAT WE’LL LIKE ABOUT YOU
YOU ARE…
Curious and authentic, just like us! #beboldr
An analytical and critical thinker, with an eye for even the most minute of details
Passionate about client satisfaction
A self starter, comfortable making independent decisions and exercising judgment without close supervision
YOU HAVE…
3+ years of customer service experience (email, phone, or chat support), including experience managing multiple systems, platforms, and priorities simultaneously, ideally including support for high touch, VIP, or premium client segments.
Strong knowledge of cloud based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications, including proficiency in Excel for building and maintaining reporting.
Excellent reading comprehension, and verbal, and written communication skills.
Strong and effective phone contact handling skills along with strong organizational and administrative skills and attention to detail.
An ability to understand and communicate complex ideas to customers, both verbally and in written form.
Knowledge and experience with CRM is a plus (e.g., Salesforce).
Aptitude to quickly learn and navigate new technology, systems, and applications, as this role requires working across multiple platforms (e.g., order management, CRM, IT ticketing, and event coordination tools).
The ability to accept feedback gracefully and with an open mind.
Solid understanding of Customer Experience best practices, with demonstrated ability to independently resolve complex or sensitive inquiries using sound critical thinking and minimal supervision.
Customer orientation and ability to adapt and respond to different types of characters.
Helping Companies Build Global Teams Through Ethical Outsourcing
Industry
Outsourcing and Offshoring Consulting
Company size
1,001-5,000 employees
Founded
2016
Headquarters
Santa Monica, California
LinkedIn followers
94,497
Boldr believes talent is equally distributed, but opportunity is not. It is changing that paradigm, building global teams through ethical talent outsourcing.
As the first and largest global B Corp Certified BPO and the first B Corp Certified BPO in the Philippines, Boldr is committed to social and environmental responsibility.
Established in 2017, Boldr serves 100+ client partners via 1,500 team members in 5 countries with 7 city locations in 10+ languages.
Expand your team with Boldr: a purpose-driven, people-focused BPO company built to help teams, clients + communities grow & connect.
Offices: 3101 Ocean Park Blvd, Suite 100, Santa Monica, California 90405, US · 34 Bree St, Cape Town City Centre, Western Cape 8001, ZA · 5F Hanston Building, Emerald Avenue, Ortigas Center, Pasig City 1600, PH · Marasbaras, YVI Business Center, Tacloban, Eastern Visayas 6500, PH · Calle 60 #346, Centro, Merida, Yucatán 97050, MX
How many Customer Service & Support jobs are open in Mérida, Mexico right now?
There are currently 103 open customer service & support positions in Mérida, Mexico listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Mérida, Mexico?
Companies currently hiring include Macropay, WorldStrides, Boldr, Resolv Global, AutoZone, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Mérida, Mexico?
Yes — 25 of the 103 open customer service & support positions offer remote or hybrid work (9 remote, 16 hybrid).
How do I apply for Customer Service & Support jobs in Mérida, Mexico?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.