(A07CA) Customer Advocate - On-site, Mexico City

Customer Advocate (On-site - CDMX)

Baja Nearshore is recruiting for one of our clients, a fast-growing B2B SaaS company, looking for a Customer Advocate to join their team. In this role, you’ll drive revenue and accelerate conversions through real-time chat interactions while delivering an exceptional customer experience.

This is an on-site position based in a WeWork office space in Reforma,  ideal for someone who thrives in a fast-paced environment, understands customer needs, and enjoys turning conversations into closed business.

What You’ll Do

• Drive revenue through live chat by identifying buying signals, delivering persuasive product insights, and converting interest into sales.
• Go above and beyond to ensure client satisfaction and success at all times.
• Own the sales conversation from inbound inquiry to conversion, ensuring customers quickly realize the value of the product.
• Proactively upsell and cross-sell relevant product features that match the customer's business goals.
• Meet or exceed chat-to-close rate targets, monthly revenue quotas, and other performance KPIs.
• Respond to inquiries within 30 seconds via chat and within 4 hours via email, delivering speed and precision that drives customer confidence
• Capture and follow up on opportunities surfaced through support interactions, feature requests, and product updates. 
• Be the customer's internal advocate, collaborating with Product and Sales to reduce friction and improve experience.

What You'll Bring

• 1 - 2 years of experience in a customer-facing role (support, sales, retail, or similar) - you love helping people and guiding conversations.
• Top performer in your current or most recent role
• Organized, proactive, and comfortable juggling multiple conversations at once in a fast-paced environment.
• Customer-centric mindset with a strong understanding of how to resolve business challenges through conversation.
• Clear and confident written communication skills, especially in live chat or email settings.
• Adaptable and quick to pick up new technologies, assess situations, and find smarter ways to meet goals.

Why You'll Love Working Here

• Play a key role in shaping the customer journey- your leadership will directly impact activation, retention, and long-term success.
  
• Be part of a fast-growing SaaS company that values ownership, collaboration, and continuous learning.
• Grow your career in a role where you'll lead, coach, and become a product expert.