Remote Client Success Specialist – LATAM

MerchantSpring; Medellín; A distancia; COP 42.000.000 - 62.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote

Standard working hours

Descripción de la vacante

MerchantSpring is a fully remote SaaS company helping brands, agencies, and sellers grow across major marketplaces. We are seeking a Client Success Agent to be the first point of contact for inbound client support, guide users on platform features, and drive successful outcomes.

You will work with Client Success, Onboarding, Technical Support, Product, and Engineering to ensure a responsive, professional client experience and promote adoption of self-service resources.

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

• 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.
• Help clients understand platform functionality and best practices.
• Promote self-service resources and guide users to help articles.
• Troubleshoot platform, reporting, or integration issues and gather needed information.
• Maintain accurate ticket notes and contribute to SOPs and knowledge bases.
• Collaborate with Client Success, Sales, Product, and Engineering teams.

Conocimientos

Customer support

eCommerce

English proficiency

Troubleshooting

Attention to detail

Remote work

Customer service mindset

Herramientas

Intercom

HubSpot

Jira

Descripción del empleo

MerchantSpring is a fully remote SaaS company helping brands, agencies, and sellers grow across major marketplaces. We are seeking a Client Success Agent to be the first point of contact for inbound client support, guide users on platform features, and drive successful outcomes.

You will work with Client Success, Onboarding, Technical Support, Product, and Engineering to ensure a responsive, professional client experience and promote adoption of self-service resources.