Customer Success and Support Associate

TL;DR

Customer Success and Support Associate (Cloud): Providing operational, administrative, and customer-facing support to CSM and customer teams with an accent on handling customer requests, coordinating resources, and maintaining engagement. Focus on proactively resolving inquiries, reducing friction, and ensuring timely resolution of technical and operational issues.

Location: Hybrid for candidates who live within 40 KM of the office in Miguel Hidalgo, Ciudad de Mexico.

What you will do

• Respond directly to customer inquiries and support requests related to assigned tasks.
• Proactively take ownership of critical issues impacting customer experience.
• Track progress of critical issues, including priority tickets, to ensure timely responses.
• Escalate customer issues according to established procedures.
• Coordinate between Rackspace teams and customers to meet resolution timeframes.
• Maintain high levels of customer engagement and satisfaction, contributing to NPS goals.

Requirements

• High School Diploma or regional equivalent.
• 1–2 years of relevant work experience (Customer Success/Support, Support Operations, basic Project Management, or similar) preferred.
• Basic understanding of IT industry concepts and cloud technologies.
• Intermediate knowledge of MS Excel and PowerPoint.
• Customer service and relationship management skills.
• Basic data analysis, formal writing, presentation building, negotiation, and query resolution skills.
• Must be based within 40 KM of our office in Miguel Hidalgo, Ciudad de Mexico.
• Resume must be submitted in English.
• Interviews will be held in English and Spanish.

Culture & Benefits

• Hybrid work model supporting a balance between office and remote work.
• Collaborative environment focused on delivering a fanatical support experience.
• Emphasis on customer satisfaction and effective management of critical issues.

Hiring process

• Artificial intelligence (AI) tools may be used to support parts of the hiring process (reviewing applications, analyzing resumes, assessing responses).
• Final hiring decisions are ultimately made by humans.