Shift4 is expanding globally and hiring Customer Support Representatives to work with customers!

This is an onsite opportunity based at Shift4's Cuauhtémoc, Ciudad de México office. 

Summary:
The Customer Service, Sr Associate provides front-line support to merchants across multiple channels, resolving inquiries related to payments, POS systems, hardware, software, and accounts. This role requires technical curiosity, problem-solving skills, and the ability to manage multiple tasks while delivering clear and professional communication.

Responsibilities:

• Answer and resolve customer inquiries regarding payment processing, billing, hardware, software, and accounts.
• Walk merchants through troubleshooting steps for credit card terminals, POS systems, and integrated software platforms.
• Diagnose technical issues and escalate complex cases to higher-tier teams when necessary.
• Use internal systems, knowledge bases, and tools to provide fast and accurate support.
• Educate users on self-service features and digital support tools.
• Document cases and follow up to ensure full resolution.
• Manage multiple communication channels (phone, email, chat, ticketing) efficiently.
• Maintain awareness of payment gateways, POS systems, APIs, backend dashboards, CRM & ticketing platforms, and related tools.
• Answer and resolve customer inquiries regarding gift card payment processing, hardware, software, accounts, loyalty and ecommerce.

Qualifications:

• 1+ years customer service role
• Stellar verbal and written communication skills.
• Strong technical curiosity and ability to navigate applications and systems.
• Problem-solving skills with the ability to explain technical concepts clearly.
• Experience in customer service or technical support (POS, call center, SaaS, or FinTech preferred).
• Familiarity with payment processing or restaurant/hospitality technology is a plus.
• Ability to multitask and stay organized in a fast-paced environment.
• Flexibility to work varied shifts in a 24/7/365 support team.
• Multilingualism is an asset (French, Spanish).

#LI-SM2

Job Summary

We are seeking an experienced Senior Manager to lead our Global Product & Systems Learning. You will serve as the single focal point for all product and systems training, owning the end-to-end learning journey from stakeholder needs analysis through content creation, delivery, and impact measurement. You will act as a bridge between Product, Operations, Commercial, and cross-functional teams to ensure employees, partners, and merchants have the knowledge they need to succeed with Shift4’s products, systems, and business processes.

Key Responsibilities

• Lead, mentor, and manage a globally distributed team of product & systems learning specialists across multiple time zones, guiding their professional development while fostering a collaborative team culture.
• Serve as the single global point of contact for all product and systems learning, establishing structured working processes with stakeholders.
• Own the full lifecycle of global product and systems learning programs- covering product for Shift4 employees, Shift4 external partners and merchants, product-related systems, and business processes.
• Develop engaging materials across multiple modalities, including virtual classrooms, instructor-led sessions, self-paced e-learning, and hands-on exercises.
• Define and track metrics to measure the effectiveness and ROI of product training programs, utilizing feedback loops to identify and address performance gaps.

Required Qualifications & Skills

• 4+ years of experience managing a team of L&D professionals is a must.
• 6+ years of experience in Learning & Development, with a strong focus on Product Training & Sales Enablement, Customer training & Systems training in fast-paced technology or fintech environments, is a must.
• Ability to work effectively across multiple time zones and manage a geographically distributed team.
• Proven experience building or scaling global training functions across multiple regions.
• Proficiency in delivering diverse learning solutions, including e-learning development (e.g., Articulate 360), live workshops, and remote sessions via Zoom or similar platforms.
• Exceptional communication skills with the ability to influence executive leadership and technical stakeholders.
• Strong analytical and problem-solving skills, with a demonstrated ability to use data to drive learning outcomes.
• Bachelor’s degree in HR, Organizational Development, Education, or a related field (Preferred)