Customer Support Representative

Role Overview

Palmstreet is hiring a Customer Support Representative to help users through the Palmstreet app and drive high-quality service. You’ll support a fast-paced, community-focused live shopping marketplace while helping reinforce community standards and improve the customer experience.

Responsibilities

• Respond to user inquiries on the mobile app and desktop in a timely, courteous, and thoughtful manner.
• Track and record customer issues and related data to help identify problems and recommend improvements.
• Contribute to SOPs to improve team efficiency.
• Collect, organize, and summarize customer cases to identify trends and potential system bugs.
• Ensure customer issues are resolved promptly with high-quality service.
• Continuously learn and adapt to provide the highest level of support.
• Perform other duties as assigned.

Requirements

• Must be based in Mexico.
• Reliable computer, smartphone, and high-speed internet.
• Excellent American English reading and writing; native English speaking skills (reading/writing/listening).
• 2–3 years of customer service experience; able to handle multiple simultaneous issues.
• Strong written communication, teamwork, learning ability, and initiative.
• Strong technical skills, including phone/app technical skills.
• Experience working with e-commerce platforms.
• Practical experience summarizing and optimizing SOPs.
• Time spent living in the US preferred.
• Interest in plants and/or crafts.

Logistics

• Fully remote, but candidate must be located in Mexico.
• Shifts vary, generally 8AM–8PM ET, including Saturday or Sunday.

Compensation

• $8–$10/hr USD.