Remote Client Success Agent - LATAM

MerchantSpring; Perímetro Urbano Barranquilla; A distancia; COP 171.270.000 - 264.690.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote role

Flexible working hours

Descripción de la vacante

MerchantSpring is a SaaS platform helping brands, agencies, and marketplace sellers optimize performance across major channels. The Client Success Agent will be the first line of contact for inbound client support, troubleshoot issues, and guide customers through best practices to ensure a high-quality experience.

You will work with cross-functional teams to deliver a responsive, professional client-focused service, educate clients on platform usage, and promote self-service adoption while

Formación

• 1-3 years experience in customer support or related client-facing roles.
• Experience within eCommerce, marketplaces, 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

• 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.
• Maintain accurate ticket notes and client records.
• Collaborate with Client Success, Sales, Product, and Engineering teams to drive improvements.
• Contribute to knowledge base and self-service enablement.

Conocimientos

Customer support

SaaS

English communication

Troubleshooting

Remote work

Customer education

Descripción del empleo

MerchantSpring is a SaaS platform helping brands, agencies, and marketplace sellers optimize performance across major channels. The Client Success Agent will be the first line of contact for inbound client support, troubleshoot issues, and guide customers through best practices to ensure a high-quality experience.

You will work with cross-functional teams to deliver a responsive, professional client-focused service, educate clients on platform usage, and promote self-service adoption while