Customer Support Specialist – Hybrid (Mexico City)

About the role

SimplePractice is looking for a friendly, eager‑to‑learn Customer Support Specialist to join its Customer Success team in Mexico City. Working in a hybrid model, you will be the first point of contact for clinicians using our practice‑management platform, helping them get the most out of the product.

Key responsibilities

• Answer inbound phone calls, chat messages and emails from customers, aiming to respond to emails within 60 minutes.
• Tri­age support requests and route complex issues to specialized teams, including Technical Support.
• Conduct live screen‑sharing sessions, phone calls and onboarding calls for trial users.
• Investigate and troubleshoot product‑related questions, identifying patterns and potential issues.
• Escalate product bugs and contribute to knowledge‑base updates.
• Maintain alignment with the broader Customer Success team and other internal stakeholders.

Required profile

• Excellent communication skills in English (and preferably Spanish).
• Strong problem‑solving attitude and ability to work under pressure.
• Willingness to work flexible hours, including evenings and weekends.
• Team‑oriented mindset with a passion for helping health‑care professionals.

Required skills