Remote LATAM Client Success Specialist

MerchantSpring; Bogotá; A distancia; COP 119.217.000 - 198.695.000; Jornada completa

Descripción de la vacante

MerchantSpring is seeking a Customer Success Agent to be the first point of contact for inbound client support and platform assistance. You will troubleshoot issues, answer questions, and guide clients on best practices to maximize platform value.

In this fully remote role, you will collaborate with cross-functional teams, maintain clear documentation, and promote self-service resources while ensuring high-quality client experiences.

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.

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 where appropriate.
• Guide users toward relevant help articles, FAQs, and educational content.
• Encourage adoption of platform features and capabilities.
• 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.
• Collaborate with Client Success, Sales, Product, and Engineering teams.
• Participate in team meetings, training sessions, and knowledge-sharing activities.

Conocimientos

Troubleshooting

Communication

Detail oriented

Independent worker

Customer service mindset

English proficiency

Herramientas

Intercom

HubSpot

Jira

Descripción del empleo

MerchantSpring is seeking a Customer Success Agent to be the first point of contact for inbound client support and platform assistance. You will troubleshoot issues, answer questions, and guide clients on best practices to maximize platform value.

In this fully remote role, you will collaborate with cross-functional teams, maintain clear documentation, and promote self-service resources while ensuring high-quality client experiences.