Client Success Agent, LATAM

MerchantSpring; Perímetro Urbano Barranquilla; A distancia; COP 115.182.000 - 153.575.000; Jornada completa

Descripción de la vacante

MerchantSpring is seeking a Client Success Agent to be the first contact for inbound client support and platform assistance. You will help clients troubleshoot, answer questions, and guide best practices to drive adoption and success.

You will collaborate with cross-functional teams to deliver a responsive, professional client experience. The role emphasizes educating clients, improving self-service adoption, and supporting a high-quality CS experience while aligning with US Pacific overlap

Formación

• 1 - 3 years experience in customer support, customer success, onboarding, or related client-facing roles.
• Experience working within eCommerce, marketplaces, retail media, SaaS, or digital commerce environments
• Excellent written and verbal English communication skills
• Strong troubleshooting and problem-solving abilities
• High attention to detail and organisational skills
• Ability to work independently in a fully remote environment
• Strong customer service mindset

Responsabilidades

• Handle inbound client support tickets via Intercom and email, ensuring timely responses.
• Investigate and resolve client issues within SLAs, provide platform guidance and best practices.
• Educate clients on platform functionality and promote self-service resources.
• Troubleshoot platform, reporting, and integration issues and document steps taken.
• Maintain accurate ticket notes, follow SOPs, and contribute to internal docs.
• Collaborate with Client Success, Sales, Product, and Engineering teams to improve the CS function.

Descripción del empleo

MerchantSpring is a SaaS platform designed for brands, agencies, and marketplace sellers to manage and scale their performance across Amazon, Walmart, eBay, Shopify, and other global commerce channels. We provide a single source of truth for marketplace reporting and help our clients drive growth through data, automation, insights, and expert client support.

As a Client Success Agent, you will be the first point of contact for inbound client support and platform assistance. You will help clients troubleshoot issues, answer platform questions, provide guidance on best practices, and ensure a high-quality support experience. Beyond resolving tickets, you will play an important role in educating clients, improving self-service adoption, and helping customers become more successful and confident using MerchantSpring.

You will work closely with the broader Client Success, Onboarding, Technical Support, Product, and Engineering teams to deliver a responsive, professional, and client-focused experience.

Requirements

Client Support

• Monitor and respond to inbound support tickets via Intercom and email
• Investigate and resolve client issues within agreed SLAs
• Assist clients with platform functionality, reporting, and configuration questions
• Provide clear, accurate, and professional communication
• Escalate technical issues where required with appropriate documentation

Client Education & Enablement

• Help clients understand platform functionality and best practices
• Promote self-service resources where appropriate
• Guide users toward relevant help articles, FAQs, and educational content
• Encourage adoption of platform features and capabilities

Issue Investigation

• Troubleshoot platform, reporting, and integration issues
• Gather information required for investigation and escalation
• Identify patterns and recurring issues impacting clients
• Escalate complex issues to Technical Support Specialists when required

Documentation & Process Compliance

• Maintain accurate ticket notes and client records
• Follow support SOPs, workflows, and internal SLAs
• Contribute to internal documentation and troubleshooting resources
• Identify opportunities for process improvement

Cross-Team Collaboration

• Collaborate with Client Success, Sales, Product, and Engineering teams
• Participate in team meetings, training sessions, and knowledge-sharing activities
• Support continuous improvement initiatives across the CS function

Key Success Metrics

• Support SLA's: 95%+ adherence for first response times and 90%+ for ticket resolution targets
• Operational Excellence: accurate documentation and records, SOP compliance, and timely escalation of tickets
• Client Experience: Average CSAT of 90%+; consistent communication quality, and effective client education
• Team Contribution: Knowledge base improvements and effective collaboration with internal stakeholders

Qualifications

• 1 - 3 years experience in customer support, customer success, onboarding, or related client-facing roles
• Experience working within eCommerce, marketplaces, retail media, SaaS, or digital commerce environments
• Excellent written and verbal English communication skills
• Strong troubleshooting and problem-solving abilities
• High attention to detail and organisational skills
• Ability to work independently in a fully remote environment
• Strong customer service mindset

Work Hours

• This role requires substantial overlap with US Pacific Time. A variance of 1-2 hours is acceptable, with your standard working hours aligning closely with this timezone
• Please apply if you are open to work these hours as your regular schedule. This is not a rotational or shift-based role
• The only exception is during onboarding, as additional flexibility will be required in the first 4 weeks to ensure adequate training coverage and overlap with internal team members based in Australia and Malaysia

Nice-to-Have

• Experience with Amazon Seller Central, Vendor Central, Walmart, Shopify, or similar platforms
• Experience using Intercom, HubSpot, Jira, or similar systems
• Experience supporting data, reporting, or analytics platforms

Benefits

Why Join MerchantSpring

• Support an international client base as a key contributor in MerchantSpring's growing global Client Success team
• Develop your customer success, troubleshooting, platform expertise, and SaaS support skills while building a best-in-class client experience
• Be the voice clients trust. Your work directly shapes how brands, agencies, and sellers succeed on the marketplaces that power their business
• Fully remote role with standard working hours aligned to your timezone, and flexibility to support global client needs where required
• Receive regular training, knowledge-sharing, and be part of a team culture that values continuous improvement