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.