Customer Support Representative at Storytel Mexico

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Storytel is one of the world’s leading audiobook and ebook streaming services. We offer unlimited listening to consumers in 20+ markets, with several new markets launching in the coming year. Our vision is to make the world a more empathetic place with great stories to be shared and enjoyed by anyone, anywhere, anytime. Storytel, a Swedish company founded in 2005, is both a digital platform provider as well as a comprehensive publishing group. We are now looking for a talented and engaged Customer support representative to join our team in Mexico. 

About the role and responsibilities

As a Customer Support representative, you will play an important role in the company as you are communicating directly with our customers. Therefore it is important that you communicate in an engaging, caring and credible way that builds long term trust with our customers. Our customer support agents love communicating with customers, answering questions, solving whatever issue they might have or providing a great book tip. 

As a Customer Support representative your main task is to;

  • Provide personalized support that aligns with our company brand and voice.
  • Answer questions from our customers on the Mexican and Colombian market, mainly through email and social media, but also using other channels 
  • Administrative tasks such as refunds and customer service related
  • Respond to app reviews and moderate book reviews.
  • Coordinate refunds and engage in other administrative tasks as needed
  • Identify trends and areas for improvement, so we can continually serve customers better, and feed it to the local team. 
  • Bug report issues and feed bugs or issues to Global support.

Your profile

  • At least 2-year experience from similar jobs
  • You are service-minded and understand the value of great customer care
  • You are a creative problem solver and likes to be proactive
  • You are a smartphone user and tech-savvy 
  • You are fluent in Spanish  and English, both spoken and written
  • Experience in Zendesk is beneficial

We believe that you are a person who likes challenges and learning new things, as well as being a creative and proactive problem solver. And of course, we hope that you enjoy a good audiobook or e-book.

What we can offer

Storytel offers a friendly, entrepreneurial and fast-moving work environment where new ideas and creativity are welcomed. We like to do things in new ways and we like to question old truths. The Storytel culture - known for being welcoming and helpful - is important to us. We do not believe in hierarchy and micromanagement. We believe autonomy and responsibility is the best way to support and develop people’s talents and passions. We also always find time for “fika” (the Swedish word for sitting down and having a cup of coffee together).

Does this sound interesting? We would love to get your application today. Please write your cover letter and resume in English. The position is full time with a monthly salary.

Usually responds within two weeks

Or, know someone who would be a perfect fit? Let them know!

Mexico City

16410 Mexico City Directions


The Storytellers in 4 words?
Friendly, Welcoming, Helpful, Innovative.

Amount of coffee and tea cups per day?
Impossible to know, we like our hot beverages.

Number of orange headphones?

Times we celebrate?
Whenever we have something to celebrate. Which is quite often, we like to celebrate - preferably with cake. 

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