---
title: 'Customer Support Specialist - MXC (Mon-Fri 2:30pm to 10:30pm CST) at AlertMedia'
canonical: 'https://feeny.ai/job/customer-support-specialist-mxc-mon-fri-2-30pm-to-10-30pm-cst-alertmedia-mexico-daaranjn10wx'
type: 'job'
last_seen: '2026-10-20'
---

# Customer Support Specialist - MXC (Mon-Fri 2:30pm to 10:30pm CST) at AlertMedia

- **Company:** AlertMedia
- **Location:** Mexico City, Mexico
- **Posted:** 2026-10-19
- **Last confirmed live:** 2026-10-20
- **Apply:** https://job-boards.greenhouse.io/alertmedia/jobs/8900775002

## Job description

Do work that matters.

At AlertMedia, we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform.

Our core values drive us in our important mission of keeping people safe & informed:

- We’re humans not robots
- Customers always come first
- We work better together
- Simplicity is our strength
- Our reputation is priceless
- Hard work pays off

Who you are:

You'd be excited to buy into our "customer love" mentality and are motivated by going above and beyond for the customers you serve. Ideally, you have 1-2 years of experience in customer support. You are a team player, have a roll-up-your-sleeves mentality when it comes to AlertMedia customers needing support. You are motivated by cheerfully, promptly and professionally helping resolve customer issues whether it be by email, phone call or customer chat. You value a "we're all in this together" mentality with your team and enjoy on-going training and increasing your product knowledge.

What you get to every day:

- Support AlertMedia customers by assessing inbound tickets and live chats inquiring about product issues and general account questions in a prompt manner.
- Communicate with professionalism and empathy as you work to resolve customer issues.
- With the help of our Learning & Development Manager, you will stay updated on product knowledge.
- Manage customer tickets within our case queue.
- Go the extra mile in interacting with our customers, ensuring they have a “world class” support experience.
- Escalate advanced customer cases to the appropriate team members.
- Collaborate with fellow team members, sharing your experiences and knowledge.

What you bring to the role:

- 1-2 years of experience in a customer support role in software is preferable
- Familiarity with Zendesk, Slack, Excel, Outlook, or similar
- Tons of energy, humor, compassion, and enthusiasm
- A passion for continual learning with a desire and willingness to be coached
- The ability and desire to work in a fast-paced challenging environment
- Exceptional phone etiquette & written communication skills
- Strong listening skills
- Thrives with both autonomy and collaboration
- Outstanding communication skills
- This position is not eligible for visa sponsorship
- Bilingual English/Spanish is a must
- This is a hybrid role 2 days a week at the office, you must be able to work these shift hours: Mon-Fri 2:30pm to 10:30pm CST

Location: This is a hybrid position (2 days a week) in our downtown Mexico City (Reforma area) offices.

Sponsorship: AlertMedia does not sponsor. Must have the legal right to work in Mexico without sponsorship now and in the future.

Why you’ll love working at AlertMedia:

- Competitive Base Salary
- Annual Company Bonus
- 100% Employer-Paid Medical, Dental, and Vision Coverage
- Parental Leave Program
- Christmas Bonus (Aguinaldo)
- Generous Vacation and Holiday Policy
- Monthly Work-from-Home Stipend
- All Necessary Equipment Provided: Laptop, monitor and accessories
- Recognition & Rewards: We celebrate wins big and small
- Language Immersion Program with employees spread out across the globe (English, Spanish, etc...depending on your interest)
- Continuous Learning & Growth: From mentorship and tech talks to personalized 1:1 career development sessions, we’re deeply committed to investing in your professional journey
- Award Winning Culture: We’re passionate about the meaningful work we do—and even more grateful for the incredible people we get to do it with!

About AlertMedia:

We are the leading risk intelligence and response platform — trusted by the largest companies in the world to protect their people and assets when it matters most.  We are a high-growth, PE-backed SaaS company with more than 4,000 clients scaling rapidly across the globe.  Our technology is unmatched with a unified platform, a 7+year history of AI innovation, a customer NPS of 70+, and a culture that sets us even further apart from our competition.

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.

Come join us in our mission to save lives and minimize loss through effective communication.

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/

## About AlertMedia

## Company Overview
- **One-liner**: AlertMedia provides a unified risk intelligence and response platform that helps organizations protect their people and operations by streamlining threat detection, mass communication, and incident management.
- **Entity Type**: Private (venture-backed)
- **Headquarters**: Austin, Texas, USA
- **Founded**: Not publicly available from provided sources
- **Founders**: Not publicly available from provided sources

## Core Business
- **Primary industry/industries**: Risk intelligence, emergency communication, security operations, travel risk management
- **Target customers**: B2B – organizations of every size, industry, and risk environment (SMB to enterprise)
- **Mission or purpose statement**: “Helping organizations protect what matters most” – enabling companies to keep their people safe, informed, and connected during critical events.

## Products & Services
- **Unified Risk Intelligence & Response Platform (SaaS)**: A single platform that combines global threat monitoring (45+ social and dark web sources), AI-driven risk analysis, mass notification (send alerts in seconds from any device), incident management workflows, travel risk visibility, and a common operating picture for employees and assets.
- **24/7 Expert Monitoring Team**: Live analyst support for threat verification and response coordination, with an average response time of less than 10 minutes.
- **Dedicated Customer Success & Onboarding**: Every customer gets a dedicated success manager, consultative onboarding, and ongoing support to ensure rapid deployment and high adoption.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Protects over $4 trillion in customer revenue and 8 million employees across 150+ countries; serves 3,500+ customers.
- **Notable Investors/Partners**: Not publicly available from provided sources
- **Growth Signals**:
  - Appointed first President and Chief AI Officer (Alex Vaccaro) in May 2026 to accelerate AI momentum and customer growth
  - Launched next-generation AI-powered analytics (AlertMedia Analytics) in May 2026 for real-time security operations insights
  - Named a Best Place to Work by Austin Business Journal for seven consecutive years
  - Named #6 Best Place to Work in Austin and #35 Best Place to Work in the U.S. by Built In
  - Recognized as one of Forbes’ top 500 startup employers
  - 98% employee recommendation rate, NPS score of +87

## Competitive Advantages
- **Unified platform**: Combines risk intelligence, threat monitoring, mass notification, incident management, and travel risk into one solution, reducing complexity and total cost of ownership (67% lower TCO reported by customers).
- **Speed and simplicity**: Threat identification to notification in just 3 clicks; average improvement in response time of 25 minutes.
- **High customer satisfaction**: 98% customer satisfaction rate, dedicated success managers, and 24/7 support create strong retention and advocacy.
- **Global reach**: Serves 150+ countries with local threat intelligence and multi-language capabilities.

## Strategic Focus
- **AI-first innovation**: Deepening AI capabilities across risk detection, analytics, and automation (Chief AI Officer role signals commitment).
- **Global expansion**: Continued growth in international markets and scaling the customer base across industries.
- **Operational resilience**: Helping organizations move from reactive crisis response to proactive, data-driven risk management.

## Why Work Here
- **Culture**: Described as a team of “fun-loving, creative” people who are serious about the mission. Named a top workplace locally and nationally for seven+ years.
- **Remote/Hybrid Policy**: Mix of in-office (Austin HQ), remote within the US, and an office in Mexico City. Many roles offer remote flexibility.
- **Benefits**:
  - 100% paid medical, dental, vision, disability, and life insurance for employees (subsidized for dependents)
  - Flexible PTO (unlimited, no counting days)
  - 16 weeks paid parental leave for birthing parents, 6 weeks for secondary caregivers
  - 6-week paid sabbatical after 6 years of service
  - Company-wide annual bonus based on collective success
  - Tuesday lunches with company updates from leadership
  - Quarterly volunteer opportunities and team celebrations
- **Engineering & Growth**: Opportunities in Elixir, AI development, security engineering, and test automation. Career development supported through a learning culture and cross-functional exposure.

## Sources
1. [alertmedia.com - About Us](https://www.alertmedia.com/about/)
2. [alertmedia.com - Careers](https://www.alertmedia.com/careers/)
3. [alertmedia.com - Homepage](https://www.alertmedia.com/)
4. [greenhouse.io - Jobs at AlertMedia](https://job-boards.greenhouse.io/alertmedia/jobs/8400142002)

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