Customer Success Advocate - Onboarding & Growth

AffiniPay; Norte; Presencial; COP 33.480.000 - 46.872.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Statutory Benefits (Colombia)

Staff Referral Bonus

Paid Sick Leave

Flexible Time Off

Parental Leave

Company Holidays

Descripción de la vacante

8am is seeking a Customer Success Specialist to deliver timely, high‑quality assistance across email, chat, and phone channels. You will play a critical role in driving retention, adoption, and growth across our digital and hybrid customer segments.

You’ll proactively identify technical risks, support retention efforts, and collaborate closely with Product and Engineering to advocate for customer needs and improve platform performance.

Formación

• 1-2+ years of experience in Technical Support, Customer Service, SaaS Support, or a related customer-facing role.
• Experience working in digital-first or hybrid customer engagement models preferred.
• Excellent written and verbal communication skills.
• Comfortable learning and navigating new technologies and systems.

Responsabilidades

• Provide timely and accurate technical support to customers via email, chat, and phone.
• Troubleshoot and resolve product issues related to onboarding, adoption, and core platform functionality.
• Execute support workflows across digital and hybrid engagement models.
• Proactively identify and elevate technical risks through customer data, usage trends, and engagement signals.
• Assist customers with the implementation of core workflows, features, and solutions to ensure realized value.
• Support retention by resolving support blockers and ensuring renewal readiness.
• Collaborate with Product and Engineering teams to report bugs, share customer insights, and support product fixes.
• Serve as a customer advocate and voice of the customer within the organization.
• Provide technical guidance to customers on optimizing their use of 8am solutions.
• Support support-led outreach, including help center documentation, FAQ updates, and enablement sessions.
• Monitor customer support tickets, engagement levels, and resolution milestones.
• Contribute to the continuous maintenance of Support playbooks, processes, and internal knowledge bases.
• Maintain timely and accurate documentation in Support ticketing platforms and CRM systems.
• Serve as a brand ambassador in all customer interactions.
• Assist with the peer-mentoring of new Support team members.

Conocimientos

Technical Support

SaaS

Customer Service

Communication

Descripción del empleo

8am is seeking a Customer Success Specialist to deliver timely, high‑quality assistance across email, chat, and phone channels. You will play a critical role in driving retention, adoption, and growth across our digital and hybrid customer segments.

You’ll proactively identify technical risks, support retention efforts, and collaborate closely with Product and Engineering to advocate for customer needs and improve platform performance.