Job Description

Streamline the customer setup experience, removing unnecessary effort, and collaborating directly with customers to seamlessly aligning their content and processes within our system functionality.

• Guiding small business customers through a self-paced implementation

• Determining how best to configure a client’s account based on provided assets and the client’s business objectives.

• Develops expert knowledge of our products and process tasks efficiently and accurately.

• Bring client-feedback to the team and suggest areas for improvement Technical Skills

• Experience with Mac computers

• Basic SaaS concepts

• Excel or Sheets (basic formulas and sorting)

• Exposure to HTML and CSS coding is a plus

• Salesforce

• Project Management tools Years of Experience

• 1–2 years of related work experience (software or technical support)

• 4+ years related work experience if no college degree

Competencies Execution & Quality Ownership Demonstrates high standards of accuracy, organization, and follow-through.

Plans work effectively, checks for quality, and takes initiative to meet deadlines without close supervision.

• Verifies that work is completed according to procedures and organizational standards.

• Reviews own and others’ work for accuracy, completeness, and consistency.

• Anticipates potential sources of error and applies tools or methods to ensure accuracy.

• Identifies and corrects discrepancies before they impact the client experience.

• Plans and prioritizes daily tasks based on urgency, workload, and deadlines.

• Seeks clarity on goals or standards when needed to maintain high-quality output.

• Takes ownership of assigned client tasks and sees them through to completion.

• Seeks out additional responsibilities or productivity opportunities during downtime.

• Consistently meets and often exceeds quality standards; improves task execution over time.

Customer Experience Management

Prioritizes customer satisfaction and contributes to a seamless onboarding experience by anticipating needs, managing escalations thoughtfully, and reinforcing best practices.

• Responds to client inquiries with a helpful, solution-oriented mindset.

• Takes initiative to understand client content and workflows to align setup accordingly.

• Escalates tasks and issues proactively, using internal help channels appropriately.

• Anticipates and addresses roadblocks that may delay client progress.

• Encourages customer self-service and contributes to shared documentation.

• Handles complex tasks independently and clears backlogs under pressure.

• Re-engages slow-moving or stuck client tasks with urgency and ownership.

• Coordinates with Implementation and Customer Success to deliver a unified client experience.

• Shares knowledge and supports teammates in solving customer-related challenges. Fostering Communication & Teamwork Communicates clearly and professionally, adapts to audience needs, and collaborates effectively with teammates and clients to drive outcomes.

• Writes clear, concise business communications with proper tone and grammar.

• Speaks clearly and confidently in an accent that is understandable to diverse audiences.

• Explains product functionality accurately and answers client questions effectively.

• Uses active listening to build rapport and understanding.

• Follows up persistently with open, consistent, and timely communication.

• Adjusts messaging based on cues, client familiarity, or project context.

• Clarifies understanding by paraphrasing or asking follow-up questions.

• Collaborates across teams to align expectations, resolve issues, and share insights. • Seeks and applies feedback to continuously improve communication and teamwork. Proactive Mindset & Continuous Improvement Brings a forward-thinking, problem-solving approach to work. Identifies trends, proposes improvements, and adapts quickly to change with a growth-oriented mindset. • Spots inefficiencies or recurring issues and suggests process improvements. • Applies lessons learned and adapts workflows to improve future performance. • Embraces new tools, processes, and product updates with curiosity and positivity. • Demonstrates resilience when handling ambiguity, shifting priorities, or change. • Balances autonomy with collaboration—knows when to act and when to escalate. • Volunteers for team initiatives that drive process or client improvements. • Visualizes and proposes steps of new solutions with minimal guidance. • Considers broader business goals and HR challenges when making configuration or process decisions.

Modality : On site

Monday to Friday

At TP Mexico, consistent with our diversity and inclusion policy, we guarantee that our Talent Attraction process is free of discrimination based on conditions such as biological sex, sexual orientation, gender identity and expression, ethnic origin, nationality, age, civil status, social condition, health status, religious beliefs, political doctrine, disability or any other protected by law, will not be an adverse reason to advance your career with us and if you decide to share this information it will be treated confidentially.

At TP we celebrate and value diversity