We are seeking a talented individual to join our Customer Service team. This role will be based in Mexico City – Paseo. This is a hybrid role that has a requirement of working at least three days a week in the office. The Customer Service Analyst will provide direct support to employees in the back office, addressing issues related to benefits visibility and platform problems. The role involves communication through email and calls, supporting clients in Mexico, LATAM, and some in the USA & Canada.

We will count on you to:

• Provide direct support to employees by troubleshooting issues related to benefits on the DARWIN platform.
• Manage communication through email and phone calls to resolve client inquiries.
• Analyze and prioritize tasks based on urgency and importance, escalating issues when necessary.
• Maintain accurate records and documentation of client interactions and resolutions.

What you need to have:

• A bachelor's degree in any field, preferably in Administration or Engineering for analytical background.
• 0-2 years of experience in customer service or support roles.
• Proficiency in Zen Desk, Outlook, Excel, and time sheet management.
• Advanced English is a must, and intermediate Portuguese is preferred.

What makes you stand out:

• Strong proactive and analytical skills to identify and implement solutions.
• Excellent communication skills with attention to detail and precision.
• Ability to prioritize tasks effectively and recognize when to escalate issues.

Why join our team:

• We help you be your best through professional development opportunities, interesting work, and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

We are committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.