Remote LATAM Client Success Agent

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 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