Customer Support Specialist - INTL MEXICO

Insight Global is looking for a Bilingual (English and French) Customer Support Specialist to join a large HCM client on a permanent basis in Mexico. This role supports a high-volume customer care environment, assisting users with payroll- and HCM-related inquiries through inbound calls and emails. The ideal candidate brings strong customer service fundamentals, the ability to manage complex questions, and a customer-first mindset in a fast-paced setting.

Key Responsibilities:
-Serve as a primary point of contact for customers via inbound calls and email, supporting multiple service queues
-Respond to payroll and HCM-related inquiries, resolving both straightforward and complex customer issues
-Use internal systems and decision-support tools to research questions and provide accurate resolutions
-Clearly explain outcomes and next steps, ensuring customers understand the resolution and relevant processes
-Document all interactions accurately and efficiently in internal systems
-Demonstrate empathy, professionalism, and active listening in every customer interaction
-Navigate multiple systems while maintaining quality, accuracy, and service-level expectations

We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

-2+ years of experience in a customer service or call center environment
-Strong verbal and written communication skills in English and French
-Experience handling high call/email volumes with professionalism and composure
-Ability to manage escalated or sensitive customer situations
-Strong active listening, problem-solving, and multitasking abilities
-Comfort working with multiple computer applications (CRM tools, MS Office, internal systems)
-Proven ability to work in a fast-paced, performance-driven environment

-Flexibility to work EST-aligned shifts, including evenings and rotating schedules
-Willingness to work during Mexico holidays if business needs require
-Strong attention to detail, time management, and prioritization skills
-Demonstrated customer empathy, patience, and cultural sensitivity
-Experience working in global or cross-regional support environments

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.