Customer Support Specialist II

Summary

Join DearDoc's exceptional team as a bilingual Customer Support Specialist! This role requires proven remote troubleshooting experience across multiple channels (phone, email, chat, forums). You will be responsible for providing timely and effective support, escalating complex cases, and documenting all case-related information. Strong empathy, multitasking skills, and technical support knowledge are essential. You will function as a liaison between customers and the product team, advocating for customer needs and collaborating with internal teams. The position offers a monthly salary of MXN 23,000.

Requirements

• Bilingual proficiency in English and Spanish (written and oral)
• Proven remote troubleshooting and multichannel support experience (phone, email, chat, forums)
• Strong empathy and emotional intelligence in customer interactions
• Effective multitasking, organization, and time management skills
• Dynamic and logical thinker
• Team-oriented with relationship-building skills
• Constructive conflict resolution and customer recovery ability
• Positive, polite, confident, and customer satisfaction driven
• Adaptable to change and resilient
• Technical support knowledge
• Detail-oriented with the capacity to manage multiple tasks and projects
• Able to solve issues by identifying and addressing the root cause

Responsibilities

• Function as the customer-product team liaison, escalating complex cases efficiently
• Accurately document all case-related information in the support system
• Provide timely updates to customers and stakeholders
• Respond to customers within defined SLAs
• Drive customer satisfaction through timely and effective support
• Take ownership of Tier I inbound support inquiries across phone, email, chat, and internal channels
• Communicate with customers clearly and professionally at all times
• Identify, validate, and escalate product bugs and Tier II-level issues as needed
• Serve as a customer advocate to ensure their needs and concerns are addressed
• Collaborate cross-functionally with internal teams to drive resolution
• Report recurring issues, critical incidents, and improvement opportunities to leadership
• Identify, validate, and escalate product bugs and product specific requests for Product Specialist