Content Operations Specialist

About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies.
Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Our Guadalajara, Mexico Team is growing and we're looking for experienced Customer Support Representatives to join our Helpware team.
Position Overview: The Content Operations Support Specialist will provide both internal and external support to various stakeholders involved in the review collection process through email and ticketing systems.  Primary Responsibilities: Navigate Clutch's CRM to open, address, and resolve customer questions and concerns Process content updates as requested by the customer  Collaborate with other departments when required for ticket resolution Uphold established processes, policies, and SLAs for customer support Ensure policy alignment with internal stakeholders  Flag improvements or inconsistencies in support processes  Qualifications : 1-2 years of professional experience  Advanced English skills (primarily written)  Experience within the B2B industry  Ideal Candidate Would Have:  Familiarity working within a CMS (WordPress, Drupal, etc)  Familiarity working within a CRM (Salesforce, HubSpot, etc)  Skills: Ability to follow instructions clearly  Communicate with concision and clarity  Interact with a friendly and professional tone over email  Ability to tactfully mitigate and seek resolutions with dissatisfied clients Meticulous attention to detail  Problem-solving mindset with curiosity to find collaborative solutions Time management and organizational skills   Openness and adaptability to change  Willingness to learn and develop new skills to meet evolving demands Ability to receive & implement feedback on both work & performance