Implementation Specialist (AI-driven B2B SaaS, US market focus)

Tidio; Teletrabalho; BRL 215.000 - 323.000; Tempo integral

Resumo da oferta

A technology company is seeking an Implementation Specialist to join their agile team remotely. This role involves setting up client accounts, providing ongoing support, and integrating solutions with other systems. The ideal candidate thrives in a fast-paced environment, has experience in SaaS, and is comfortable working directly with clients. This opportunity provides chances for personal growth, flexible remote work, and a range of perks to support your success.

Serviços

Remote work model

26 days off

Educational support for courses

Private medical care

Sport & wellness benefits

Mental well-being program

Tailored work tools

Qualificações

• Ability to work from 8:00 AM - 4:00 PM EST.
• Experience in a SaaS environment.
• Experience in direct client interactions.

Responsabilidades

• Set up and customize client accounts.
• Provide ongoing support for implemented solutions.
• Integrate Tidio with external systems.
• Manage implementation projects from start to finish.

Conhecimentos

Implementation experience

Technical onboarding

Fluent in English (C1)

Client communication

Understanding of APIs

Knowledge of CX platforms

Problem-solving

Basic coding in JavaScript

Descrição da oferta de emprego

Job description

Location: LATAM/Europe remote.

Form of employment: B2B (self‑employed) or contract of employment

Tidio is the customer service platform that aligns AI and people so businesses can scale without losing trust or the human touch. Our goal is to help entrepreneurs grow by making customer service more efficient while keeping it helpful.

Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio you can grow too!

A few facts about us:

• Our product is one of the world’s leading AI customer service solutions and our goal is to become no. 1
• We are among the Top 50 AI and Customer Service Products in G2s Best Software Awards 2024.
• We currently rate at 4.7/5 in both Shopify and G2.
• Our ML team was among the first in the world to launch an AI agent (Lyro) for customer service!
• Every month our widget is viewed by 350 million unique users which is 4% of the global population.
• Currently we hire over 150 fantastic people.

Would you like to see what working with us looks like? Check out our #GrowWithTidio video

We are looking for the next hands‑on Implementation Specialist to join our small agile team of 2 helping clients unlock the full potential of Tidio. You will design and implement tailored solutions, integrate Tidio with other tools, and guide clients through adoption and post‑implementation care. Working cross‑functionally with Product Engineering and Sales teams you will ensure smooth adoption, solve real challenges, and make a tangible impact on client success.

This role is perfect for someone who thrives in a fast‑paced environment, enjoys solving technical challenges, and takes ownership of projects that directly impact client success and Tidios growth.

As the Implementation Specialist you will:

• Set up and configure client accounts ensuring a smooth start to their Tidio experience.
• Implement and customize solutions based on each client’s specific business needs.
• Discuss and design custom solutions with clients and prospective clients during video calls, providing expert guidance and technical insights.
• Provide ongoing support for implemented solutions, helping clients optimize and adapt them as their needs evolve.
• Integrate Tidio with external systems (e.g. CRMs, e‑commerce platforms) using APIs and JSON data structures.
• Troubleshoot and resolve technical issues, collaborating with Product and Engineering teams when needed.
• Manage implementation projects from start to finish: planning, coordinating and ensuring timely delivery.
• Work cross‑functionally with Customer Success, Sales, Product and Engineering to align solutions with client goals.
• Identify and drive process improvements, helping to streamline and scale the implementation workflow.

Job requirements

You are the perfect fit if you have:

• Can work from 8:00 AM – 4:00 PM EST with availability for video calls with US‑based clients between 4:00 PM – 7:00 PM EST.
• Have a background in Implementation, Technical Onboarding or Services, ideally in a SaaS environment.
• Are fluent in English (C1 level) and can clearly explain technical details to non‑technical users.
• Have experience working directly with clients via written communication and video calls.
• Understand APIs and JSON structures and can analyze or test requests.
• Have solid knowledge of CX platforms such as Tidio, Zendesk, HubSpot or Salesforce.
• Can evaluate technical requirements and design solutions that meet real client needs.
• Have experience working closely with Product and Engineering teams to resolve integration or feature gaps.
• Proactively solve problems, bring creative ideas and consistently deliver results.
• Have basic coding experience (e.g. JavaScript or Python – nice to have).

We would like to offer you:

• A chance to work with one of the top AI products in the customer experience industry.
• Hands‑on growth and technical mastery deepening your technical and soft skills by implementing solutions that are often critical for clients’ business success.
• Ownership and cross‑functional impact: lead end‑to‑end complex projects, collaborate with cross‑functional teams and make a direct impact on both client success and Tidios growth.
• Work with a team that continually shares knowledge and is not afraid of testing new solutions.
• Remote work model with flexible hours.
• Possibility to work from one of our offices in Szczecin/Warsaw or access to coworking spaces in your city.
• 26 days off guaranteed in a year.
• Great development opportunities: company‑supported courses and conferences.
• Individual work tools: MacBook Pro, Dell screen, JBL headphones. You can tailor the equipment to your needs!
• Sport & wellness benefit (or its equivalent).
• Private medical care.
• Mental well‑being program – individual therapy sessions and resources for employees.
• Free access to one of the most popular e‑book/audiobook services.
• Regular social events (company‑wide off‑sites, team events).
• Budget for 1:1 English language classes.

What happens when you send your CV

• Video call with a recruiter about the position and the team.
• 1st interview with the Hiring Manager and the recruiter.
• A trial day.
• Offer and fireworks.

Diversity Statement

One of Tidio's core values is to play fair. Therefore we treat all candidates equally. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status. This means recruitment and selection of talent to Tidio is only based on individual merit and qualifications directly related to professional competence.

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