Sr. Customer Support Specialist - (Mexico/Remote)

Job Summary:

The Senior Customer Support Specialist (Tier 2) provides advanced support for citizens and agency users interacting with Neumo platforms, with a primary focus on payment processing, transactional data, reporting, and financial workflows.

This role is data-heavy and context-driven, requiring strong analytical skills, deep understanding of payment lifecycles, and the ability to investigate transactional issues end-to-end. While some technical troubleshooting is involved, the role is primarily focused on data and transaction resolution, with some IT/system support.

 Duties and Responsibilities:

• Serve as a Tier 2 escalation point for complex customer support cases related to:
  • Payment processing
  • Transaction failures, discrepancies, and reversals
  • Refunds, settlements, and reconciliation issues
  • Reporting accuracy and financial data validation
• Investigate issues across the full transaction lifecycle, including:
  • Payment initiation
  • Authorization
  • Processing
  • Posting and reporting
• Analyze transactional data to identify root causes and provide clear, accurate resolutions.
• 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).
• Escalate complex or unresolved issues appropriately, providing full context and data-backed analysis.
• 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 at all times.
• Support system or platform troubleshooting as needed.
• Perform other duties and assigned.

Education and Experience: 

• Guadalajara based.
• 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.

Knowledge, Skills and Abilities:

• 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.

 Work Environment:

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

 Physical Demands:

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.