At Company, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together.We cultivate a culture of collaboration, inclusivity and support where every team member’s voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals.

About the team

Company is investing in building out its Global Professional Services team to actively engage all customers from Fortune 100s to startups to help accelerate their adoption of Company capabilities. The team is responsible for ensuring that our customers deploy quickly with high quality integrations. It then partners closely with front line developers and technical leaders to ensure our customers continue to derive strategic value from Company and grow with us as our respective product portfolio expands. In addition, as we master the craft of deployment services, help build the asset and strategy that will enable us to scale through our partner ecosystem.

The Company Accelerate is a 3-month offering that unlocks access to a team of Company experts to help the user through every step of the implementation. This is included as part of Company solution, at no extra cost to our users. Accelerate Onboarding Managers provide prescriptive guidance and planning for the user’s onboarding journey. Onboarding Specialists provide product workshops, best practices, regular check-ins, and technical Q&A. This offering is targeted at Startup and SMB users.

• A few key features of Accelerate include:
• Specialized experts: Accelerate experts provide experience helping customers integrate Company technology in thousands of projects.
• Project management consists of a kick off call, regular check-ins, email Q&A to help unblock your team.
• Product workshops and training for fraud and dashboard
• What you’ll do

Company is launching Company Delivery Centers - a brand new global team to design, implement and grow Company’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, driving process improvements and want to play a front-line role in building this new operational capability for Company and accelerating Company’s growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you!

The Onboarding Specialist is responsible for providing technical guidance to users during their onboarding journey with Company. They proactively address technical queries, troubleshoot issues, and provide solutions to ensure a seamless onboarding process. They work closely with users to understand their needs, offer guidance on best practices, and anticipate and address any potential technical challenges. The Onboarding Specialist collaborates with cross-functional teams, escalates issues as needed, and maintains accurate records of user interactions. Their goal is to provide exceptional customer service and ensure that users have a positive and successful onboarding experience with Company.

• Proactively providing technical guidance and support to users during their onboarding journey with Company.
• Deliver pre-built technical workshops and kick off calls to users.
• Provide light touch project management for ongoing Company implementations and timely escalate any delays with planned go-live dates.
• Troubleshooting technical issues and providing timely solutions to ensure a smooth onboarding process.
• Collaborating with cross-functional teams to address user queries and concerns.
• Maintaining accurate records of user interactions, issues, and resolutions.
• Anticipating and addressing potential technical challenges during the onboarding process. Proactively propose improvements.
• Offering guidance on best practices, product features, and account setup to ensure user success.
• Continuously updating knowledge of Company's products, features, and updates.
• Escalating complex technical issues to appropriate teams for resolution.
• Providing exceptional customer service to ensure a positive onboarding experience for users.
• Contributing to the improvement of onboarding processes and documentation.
• Who you are
• We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
• Advanced English proficiency- fluent in written and spoken.
• 2+ years of implementation consulting in API technologies or other complex technical environments.
• Excellent problem-solving and troubleshooting skills.
• Strong technical understanding of APIs and experience with SaaS solutions.
• Comfortable talking about technical concepts, and explaining how Company works, both from a product features and API architecture perspective.
• Strong communication and interpersonal skills, with an ability to effectively engage and influence various stakeholders.
• Experience working with financial systems, online payments, or e-commerce platforms.
• Experience collaborating with cross-functional teams in a fast-paced environment.
• Experience delivering live technical training to users.
• Comfortable with various code-level debugging & writing of code.