🎯 Your mission
We are seeking a bilingual Customer Care Specialist based in Mexico (preferably in the Guadalajara Metropolitan Area) to join our global support team.
As a Customer Care Specialist, you will provide exceptional assistance to our international customer base across multiple markets through different digital channels.
👩🏽💻 What you’ll be doing
Customer Support & Communication
- Provide expert support through multiple channels (live chat, email and phone) to both sports facility managers and Playtomic app users
- Handle inquiries professionally in both Spanish and English
- Maintain consistent response times while delivering high-quality solutions
Training & Education
- Lead web-based training sessions for club managers and staff
- Guide users through new features and updates
Technical Support & Product Enhancement
- Diagnose and troubleshoot technical issues efficiently
- Document and escalate bugs to our product team
- Collect and analyze user feedback to drive product improvements
Cross-functional Collaboration
- Partner with country managers and Customer Success teams to ensure aligned messaging
- Support marketing initiatives by providing frontline insights
- Contribute to team meetings and improvement projects
Professional Development
- Stay current with platform updates and new feature releases
- Participate in regular training sessions
- Keep informed about industry trends and best practices
Quality & Compliance
- Follow established service standards and KPIs
- Ensure adherence to data privacy and security protocols
- Maintain accurate documentation of all customer interactions
👥 Who you’ll be playing with
A close-knit local team based in Mexico and a diverse global team across multiple regions. You'll work alongside experienced colleagues who are passionate about sports, technology, and delivering exceptional customer experiences.
🦄 Our Ideal "Player"
- Fluent in English and Spanish
- Excellent communication skills
-
Full time availability, including evening and weekend shifts
- At least 6 months of recent experience in customer service or related roles
- Strong and responsible team player
Extra Points:
- Lives in Guadalajara, Mexico
- Enthusiasm for racket sports and sports tech innovations
- Experience using Zendesk
🤝 What’s in it for you
- Salary: $20,000 MXN Monthly
- Opportunity to work in a top international team
- 15 days of vacation + day off on your birthday + 2 days off for Wellness days in August
- 1 additional day off per year worked
- Cobee benefits: Medical insurance + voucher for food, restaurant or gas
- Gympass discounts in several plans that include gyms, personal classes, access to free apps for wellbeing, nutrition etc.
- Remote work flexibility
➡️ Our hiring process
Last, and for you to start warming up, we want to show you what our process looks like:
- People Manager Interview
- Hiring Manager Interview
- Online Practice Assessment
-
Customer Care Director Interview
About PLAYTOMIC 🎾
We're world’s largest racket sports App for players and clubs. Our goal is to socialize sports practice: through the app, players can book courts, find other players with similar skill levels, and join a social community dedicated to playing.
Since 2017, Playtomic has earned the trust of national and international investors, consolidating it as one of the main world players in sports digitalization. You will find +150 co-workers around the world with headquarters in Spain and offices in Madrid, Italy, Portugal, Sweden, Finland, Belgium, UK, USA and Mexico.
Take a look at our candidate playbook!
