Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.
Ready to explore a career path? Start your journey.
We're looking for a motivated and dedicated customer success analyst to join our innovative team. This role offers an excellent opportunity for career growth as you'll be involved in handling customer onboarding, implementation tasks, service requests and driving our ever- evolving customer service standards while gaining valuable experience across multiple aspects of our platform. As a Customer Success team member, you will play a vital role in ensuring our customers derive maximum value from our Neo1 platform. You will act as the primary point of contact for customer inquiries (Reactive and Proactive Outreach / Call / Email & Chat), troubleshoot issues, and work closely with cross-functional teams to improve the overall customer experience to target SLA’s and NPS.
What You Will Do
- Help run the customer experience lifecycle at each stage of their product journey – qualification, onboarding, implementation, and ongoing support.
- Provide timely and effective support to customers via email, chat and phone.
- Address inquiries regarding product functionality, troubleshooting issues and technical assistance.
- Facilitate customer onboarding processes and provide training sessions to ensure clients understand how to improve product usage.
- Work to ensure new customers are provisioned within internal platforms and systems ready for customer activation.
- Supervise the status of internal readiness and lead when customers are ready to launch.
- Build and maintain comprehensive documentation, including FAQ guides, training materials, and support resources to empower customers and improve self-service capabilities.
- Capture customer feedback and collaborate with product and engineering teams to communicate customer needs and advocate for vital improvements.
- Supervise key performance indicators (KPIs) related to customer happiness and support performance, preparing regular reports for management review.
- Foster positive relationships with customers, acting as a trusted advisor to frame solutions that address their needs and drive success.
What We’re Looking For:
- Communication skills, both written and verbal in English
- 1-2 years of experience in an onboarding customer service / technical support role OR a recent graduate with outstanding technical aptitude
- Outstanding customer servicing attitude and proactive in engaging with customers
- Understanding B2B software applications
- Good problem-solving skills and analytical approach
- Ability to learn quickly and adapt to new technologies
- Organized approach to managing tasks to resolution and SLA’s
- Experience with FreshDesk or other service management software
- Some familiarity with expense management systems or financial technology
- Curiosity about banking systems and financial data processes
- Knowledge of B2B/B2C technologies
Location
Mexico City, Mexico
Click here to learn more about the benefits we offer in Mexico.
The #TeamGBT Experience
Work and life: Find your happy medium at Amex GBT.
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Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
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Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
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Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
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We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
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Wellbeing resources to support mental and emotional health for you and your immediate family.
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And much more!
All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.
Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.
What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!
Top Skills
What We Do
American Express Global Business (Amex GBT) is the world’s leading B2B travel platform, providing software and services to manage travel, expenses, meetings & events for companies of all sizes.
Our solutions include:
Egencia: the leading software as service travel platform for small and medium-sized enterprises (SMEs).
Ovation: the solution synonymous with high-touch travel service.
The Neo Technology Group: a technology-focused team that builds cloud-based travel solutions.
Meetings & Events: providing solutions for a single meeting or an entire meetings portfolio.
Global Business Consulting: customized services to help clients optimize their travel program.
Why Work With Us
Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success. Ready to explore a career path? Start your journey with us - apply now!
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