Job Description
The Customer Success & Support Associate provides operational, administrative, and customer‑facing support to both the Customer Success Management (CSM) organization and customer teams. This role ensures fast and efficient handling of customer requests, supports account health and delivers a fanatical support experience to their assigned customer.
The Associate proactively resolves customer inquiries, reduces operational friction, and coordinates Rackspace resources to ensure that both technical and operational issues are resolved within agreed timeframes. This position serves as a direct interface between customer teams and the Customer Success Managers assigned to the account.
Work Location: Mexico City
- Hybrid for candidates who live within 40 KM of our office in Miguel Hidalgo, Ciudad de Mexico
Please submit your resume in English to be considered for this role. Interviews will be held in English and Spanish.
Key Responsibilities
- Respond directly to customer inquiries related to assigned tasks
- Proactively take ownership of critical issues impacting customer experience with Rackspace
- Track progress of critical issues, including priority tickets to ensure timely customer and internal responses
- Escalate customer issues according to established procedures
- Coordinate between Rackspace teams and customers to meet resolution timeframes
- Maintain high levels of customer engagement and satisfaction, including contributing to NPS goals
Success Measures
- Customer satisfaction (including NPS)
- Effective management of critical issues impacting customer experience
- Reduction in repeat issues
- Timely escalation and coordination across all support teams
Knowledge and Skills
- Basic understanding of IT industry concepts and cloud technologies
- Basic knowledge of Rackspace products and support practices
- Intermediate knowledge of MS excel and PowerPoint
- Administrative & organizational skills
- Customer service & relationship management
- Basic data analysis
- MS Excel & formal writing skills
- Presentation building
- Negotiation & query resolution
Education and Experience
- High School Diploma or regional equivalent required
- 1–2 years of relevant work experience preferred (Customer Success/Support, Support Operations, basic Project Management, or similar)
#LI-Hybrid
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
