Customer Support Agent (Mexico)

About Us: 

At FloWater, we believe everyone deserves access to clean drinking water they can trust and love. So we set out to restore America’s drinking water and bring people back to the tap.

Since 2013, we have been transforming the way the world drinks water by turning ordinary tap into great tasting, purified, mineral enhanced water and delivering epic hydration experiences through our Refill Stations. Today, more than 12,000 Refill Stations across the United States hydrate millions of people every year inside some of the world’s biggest and coolest brands in fitness, hospitality, education, and beyond. We are not just another water company. We are building the most loved water brand in the country and redefining what people expect from drinking water.

We scale fast. We think big. We care deeply about taste, trust, and experience, and we hold a high bar for ourselves and each other. If you want to help rebuild trust in drinking water, work with iconic brands, and be part of a team that moves quickly and builds boldly, you are in the right place.

FloWater is committed to building an inclusive workplace where everyone feels respected, supported, and empowered to do their best work. FloWater provides equal employment opportunities to all employees and applicants and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, pregnancy, veteran status, genetic information, disability, or any other protected status.

Our Commitment: FloWater believes we can perform at our best when we are able to be our authentic selves. We strive to create a culture that celebrates our differences and supports diversity, creating an equitable and inclusive workplace for all. FloWater does not discriminate and provides equal employment opportunities to all employees and applicants regardless of race, religion, color, national origin, gender, sexual orientation, gender orientation/expression, age, marital status, pregnancy, veteran status, genetic information, or disability.

Great Candidates:  You have at least 1 year of experience in customer service, operations, account management, or logistics. You thrive in a fast-paced environment, maintain exceptional attention to detail, and communicate effectively across teams. You take ownership of customer concerns, proactively resolve issues, and escalate when necessary. Your ability to multitask, prioritize, and collaborate makes you a valuable team player. 

Responsibilities and Role:

• Manage and resolve customer inquiries through Zendesk while meeting SLA expectations for response times, ticket resolution, and CSAT scores 
• Accurately document customer interactions in Zendesk and update records in NetSuite 
• Coordinate with technicians and service providers to ensure timely issue resolution, including dispatching service requests when needed 
• Communicate efficiently with the Support Team via Slack, email, and Zoom 
• Assist with topics such as Refill Station servicing, filter replacements, billing inquiries, and general product information 
• Use macros and scripts to provide quick, clear, and professional responses across all communication channels 
• Escalate unresolved issues to the appropriate team members when necessary 
• Manage freight and logistics coordination, including working with 3PLC warehouses, LTL freight partners, and small-parcel shipments 
• Audit and validate data in NetSuite to ensure accuracy in reporting and customer records 

Candidate Competencies: 

• 1-3 years in operations coordination, account management, customer support, or a related logistics role 
• High school diploma required; a four-year degree is preferred but not mandatory 
• Excellent English language proficiency, both spoken and written 
• Experience with NetSuite, Zendesk, and G-Suite is preferred 
• Strong ability to professionally support and assist both new and existing customers 
• Effective time management, multitasking, and adaptability in a fast-paced environment 
• Strong cross-functional communication skills to work seamlessly with customers and internal teams 
• Ability to interpret and resolve third-party technician inquiries related to FloWater equipment, service, and repairs 
• A solutions-oriented mindset with the ability to handle unexpected challenges 
• Experience working with hardware products and services is a plus 
• Must be able to travel to U.S. on occasion

Applications and resumes must be submitted in English, as this role requires strong written and verbal English communication skills.

Compensation: This is a contractor position, with compensation ranging from $1,600 to $1,800 per month depending on experience. The role includes a $150/month healthcare stipend, 12 days of paid time off annually, and all U.S. holidays observed by onshore FloWater employees.