Bilingual Customer Service & Payments Coordination Representative

We are looking for a Bilingual Customer Service & Payments Coordination Rep. to own and streamline how customer payments are clarified, validated, and coordinated with our Finance team. This role acts as the single point of ownership for payment clarification and ensures payments are applied correctly, efficiently, and with clear customer intent.

FLUENT ENGLISH IS A MUST.

This position plays a critical role in improving operational efficiency, reducing rework, and protecting customer experience by preventing payment issues at the source.

What You’ll Do:

Payment Monitoring & Clarification

• Monitor incoming customer payments daily, as reported on our platform and via message.
  
• Identify and triage payments that are unreferenced, late, or unclear
  
• Proactively contact customers to confirm payment intent and invoice allocation
  
  

Finance Coordination and Process Ownership

• Validate and document payment intent before application
  
• Provide Finance with confirmed payment details for accurate application
  
• Pause or delay payment application when clarification is required, coordinate and own discrepancy resolution with internal teams
  

• Maintain accurate tracking and documentation of payment status via Support Ticket
  
• Ensure consistent communication and handoffs between teams
  
  

Collections Support

• Track missing and late payments
  
• Follow up with customers as needed
  
• Provide visibility into payment and collection status
  
  

Customer Payment Education

• Maintain clear customer payment instructions and reference guidelines
  
• Identify recurring payment issues and recommend process improvements
  
  

Reporting & Insights

• Provide regular visibility into payment trends, issues, and resolution timelines
  
• Surface systemic issues and opportunities for improvement
  
  

What You Bring

• Fully bilingual English / Spanish 
• Experience in customer service, billing, finance operations, or a related role
  
• Strong attention to detail and process orientation
  
• Clear and confident customer communication skills
  
• Ability to work cross-functionally with Finance, Operations, Tech Support  and Customer Success (subscription management)
  
• Comfortable operating in fast-paced, high-volume environments
  
• Organized, proactive, and accountable
  
  

Work Schedule & Location:

• Work hours: Monday to Friday
• Work location: Guadalajara, Jalisco
• Full time

Why This Role Matters

This role creates clear ownership where ambiguity currently exists. By centralizing payment clarification and customer communication, the Customer Service & Payments Coordination Rep. enables Finance to focus on accounting accuracy and Customer Success to focus on customer growth and retention while improving trust and transparency for our customers.