Customer Onboarding & Engagement Specialist (Tech Tools) - Guadalajara MX

MezTal is partnering with a fast-growing U.S.-based company in the Senior Living Technology space, focused on improving the lives of older adults through innovative and immersive digital experiences.

We are seeking a Customer Onboarding & Engagement Specialist who will play a key role in ensuring that new partners successfully adopt and engage with the platform. This position sits at the intersection of training, relationship building, and customer engagement.

The ideal candidate is a strong communicator, highly empathetic, and passionate about helping others, with the ability to guide customers through new technology in a clear, supportive, and engaging way.

Key Responsibilities

Customer Onboarding & Training

• Lead virtual onboarding sessions, guiding new partners through platform setup and usage.
• Deliver engaging, easy-to-follow training tailored to different learning styles and comfort levels.
• Ensure customers feel confident and supported when adopting new technology.
• Develop and continuously improve training materials, guides, and processes.

Customer Engagement & Re-engagement

• Proactively reach out to partners who are not actively using the platform.
• Re-engage customers by understanding their needs and demonstrating the value of the product.
• Conduct retraining sessions and provide ongoing support to drive adoption and usage.
• Build strong, trust-based relationships with customers through consistent communication.

Customer Support & Experience

• Act as a primary point of contact for customer questions and challenges.
• Provide thoughtful, patient, and solution-oriented support.
• Handle sensitive or frustrated customers with empathy and professionalism.
• Ensure a positive and impactful customer experience at every interaction.

Operations & Process Management

• Maintain accurate records of customer interactions using CRM tools.
• Track onboarding progress, engagement metrics, and usage data.
• Prioritize tasks effectively and manage multiple accounts and schedules.
• Identify opportunities to improve onboarding processes and customer experience.

Requirements:
What We’re Looking For

Core Competencies

• Exceptional communication skills (English required): Clear, friendly, and confident when explaining concepts.
• High empathy and emotional intelligence: Ability to connect with diverse audiences, including non-technical users.
• Training & facilitation mindset: Comfortable teaching, guiding, and adapting to different learning styles.
• Customer-first approach: Strong commitment to helping customers succeed and solving problems end-to-end.
• Relationship-building skills: Ability to create trust and maintain long-term engagement with partners.
• Strong organization and attention to detail: Comfortable managing multiple priorities and processes.

Preferred Qualifications

• Experience in customer onboarding, customer success, training, or client-facing roles.
• Background in SaaS, technology, or digital platforms (Preferred).
• Experience working with CRM tools (e.g., HubSpot, Salesforce).
• Exposure to senior living, healthcare, or service-oriented environments is a plus.
• Experience in fast-paced or startup environments is a plus.

What Makes This Role Unique

• Opportunity to make a meaningful impact on the lives of older adults.
• A role that combines people skills, training, and technology.
• Exposure to a growing and innovative industry.
• Collaborative and mission-driven work environment.

Important Note

This role is supported by a government-backed program. While the position is expected to remain stable, it is important to note that funding changes could potentially impact the role in the future. Transparency is a key value for our client.

Benefits:
• Monthly salary: MXN 25,000 gross per month before taxes.

• Christmas Bonus: 30 days, to be paid in December.

• Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
• Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
• Dental Insurance: Always smile with confidence!
• Life Insurance: (Death and MXN Disability)
• Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
• Cell Phone Reimbursement & Transportation Subsidy.
• Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
• Multicultural Exposure: Work with operations within Mexico and United States.
• MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
• Exclusive Discounts: Benefits with different companies for being part of MezTal.
• Academic Agreements: Access to national universities and language schools.