Technical Customer Success Manager, LATAM

剥慰; Brasil; Presencial; BRL 70.000 - 100.000; Tempo integral

Resumo da oferta

A leading payment technology provider is seeking a technical support professional for LATAM customers. In this crucial role, you will help implement and integrate solutions, ensuring customer satisfaction while working across teams and time zones. Applicants should possess significant technical support experience in fintech, familiarity with APIs, and proficiency in English and Spanish or Portuguese.

Qualificações

• 4+ years in technical support or customer engineering role.
• Business-level proficiency in English, Spanish, and/or Portuguese.
• Experience in a fast-paced, remote-first environment.

Responsabilidades

• Act as technical point of contact, guiding customers through implementation and integration.
• Troubleshoot, diagnose, and resolve technical issues for LATAM customers.
• Collaborate with engineering and product teams to enhance service quality.

Conhecimentos

Technical Support

API Understanding

System Integration

Problem Solving

Communication

Formação académica

Bachelor's degree or equivalent experience

Ferramentas

Python

JavaScript

SQL

Descrição da oferta de emprego

Who We Are

At Reap, we’re reimagining global financial infrastructure — building seamless, borderless money movement for modern businesses. As a leading payment technology provider, we connect traditional finance with digital assets to power the next generation of money movement. Our suite of products — from stablecoin-enabled corporate cards to cross-border payouts and embedded finance APIs — helps companies scale faster, operate smarter, and stay in control.

Who You Are

You’re a technically strong, customer-obsessed problem solver who thrives on the challenge of building something from the ground up. You thrive in fast-paced, high-growth environments where no two days look the same. Whether it’s diving into technical integration issues, shaping customer workflows, or sharing feedback to make our products better — you’re all in.

As a core member of Reap’s LATAM landing team, you’ll play a pivotal role in shaping the customer experience for our newest region. You’ll be one of the first on the ground — building relationships, solving problems, and setting the tone for what excellence looks like. You’ll wear many hats, work across time zones, and help us lay the foundations for long-term success in a key market. You’re not just joining a team — you’re helping to build it.

What You’ll Do

Act as the primary technical point of contact for LATAM customers post-sale — guiding them through implementation, integration, and ongoing technical success.

Support presales conversations alongside the local New Business & Partnerships Team — helping to scope technical requirements, validate feasibility, and present Reap’s API and product capabilities to prospective clients.

Collaborate with clients to understand their needs and design optimal technical solutions. Lead the technical implementation process, get hands-on to ensure seamless integration. Troubleshoot, diagnose, and resolve technical issues promptly, minimising impact to the project.

Build deep, trusted relationships with customers by understanding their unique environments, business goals, and technical requirements — and tailoring your support to help them succeed.

Become a true product expert — digging into the details, understanding the edge cases, and working closely with internal operations teams to influence decisions and ensure the customer outcomes that matter most.

Own the troubleshooting process end to end — digging into logs, analysing data, and using your product knowledge to diagnose and resolve complex technical issues.

Take charge of incident triage and gatekeeping, ensuring issues are properly categorised, prioritised, and escalated to the right internal teams for fast and effective resolution.

Collaborate closely with Engineering and Product teams across time zones to unblock customer issues and continuously raise the bar on service quality.

Spot optimization opportunities in real time — whether it’s configuration tweaks, automation, or workflow improvements — and turn them into solutions that reduce friction and increase product value.

Contribute to internal and external resources by documenting recurring issues, successful solutions, and best practices to increase team efficiency and customer self-sufficiency.

Feed real customer insights into Product, CX, and regional teams — helping to shape features, prioritise roadmap items, and improve our offerings in LATAM and beyond.

What You’ll Need to Be Successful

Business-level proficiency in English, Spanish and/or Portuguese.

Bachelor’s degree or equivalent experience, with 4+ years in a technical support, implementation, or customer engineering role at a fintech, SaaS, or technology company.

Strong understanding of APIs and system integration — confident guiding developers and troubleshooting issues related to REST, JSON, authentication, and common integration patterns.

Familiarity with programming or scripting languages (e.g. Python, JavaScript, SQL), and comfortable working with logs, error tracing, and database queries.

Proven ability to manage multiple customer priorities in parallel, while operating independently in a fast-paced, remote-first environment.

Detail-oriented and analytical, with a bias for action and a drive to resolve root causes, not just surface symptoms.

Excellent communicator — able to translate complex technical topics into clear, actionable guidance for both technical and non-technical audiences.

Collaborative, adaptable, and eager to work across teams, time zones, and cultures — with a proactive mindset and willingness to take ownership.

Nice to Have (Optional):

Experience in the card issuing, payments, or Web3 industry.

Familiarity with LATAM payments landscape or regulatory environment.

Experience working remotely with distributed teams.