Senior Customer Support Specialist – Mexico

🕒 January 28

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Neumo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏛️ Government

☁️ SaaS

Government • SaaS

Neumo is a government-focused cloud software company that provides automation and digital services for state and local public agencies. Their platform powers transactions and interactions between government agencies and constituents, offering products across revenue compliance (tax & licensing, short-term rental compliance, auditing, unclaimed property), justice (court case management, jury, probation), DMV (kiosks, testing & certification, fulfillment), public administration (land records, vitals, pension payments), payments (integrated payments, revenue collection, payment management), and platform services (reporting & analytics, forms, digital processing, ID verification, eSignatures, alerts, IT managed solutions). Trusted by 4,500+ agencies in North America, Neumo processes hundreds of millions of transactions and collects community revenue. The company focuses on improving efficiency, compliance, and self-service for government constituents using cloud and kiosk solutions.

📋 Description

• Provide advanced support for citizens and agency users interacting with Neumo platforms, focusing on payment processing, transactional data, reporting, and financial workflows. • Serve as a Tier 2 escalation point for complex customer support cases related to payment processing. • Investigate issues across the full transaction lifecycle, including payment initiation, authorization, processing, posting, and reporting. • Communicate effectively with customers, internal teams, and stakeholders, ensuring clarity around payment status, timelines, and outcomes. • Maintain detailed documentation of cases, findings, and resolutions in the ticketing system (e.g., Service Cloud). • Contribute to team knowledge by documenting recurring issues, workflows, and best practices related to payments and transactions. • Ensure a high standard of professionalism, accuracy, and customer satisfaction.

🎯 Requirements

• Native or near-native English proficiency with strong comprehension and written communication skills. • 6+ years of experience in a related field (customer support, operations, finance, payments, or data-focused roles). • 4+ years of hands-on experience supporting payment processing and transactional systems. • Strong experience working with payment data, transaction records, reporting and reconciliation. • Experience working with ticketing systems and structured support environments. • Experience supporting custom or proprietary platforms. • Experience in public sector, fintech, or regulated environments. • Proven ability to analyze data, identify patterns, and resolve complex issues. • Strong attention to detail and ability to manage multiple cases simultaneously. • Familiarity with payment gateways, financial reporting systems, transaction logs, and audit trails. • Basic SQL or data querying experience. • Exposure to Salesforce / Service Cloud or similar tools.

🏖️ Benefits

• Competitive benefits and compensation package