Customer Success Representative ? - Latam - Remote

Atomic Hr; Puebla de Zaragoza; A distancia; MXN 941.000 - 1.411.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote role

Competitive USD compensation

Growth opportunities

Hands-on team

Descripción de la vacante

Atomic HR busca un profesional de éxito del cliente para gestionar una cartera de parques y asegurar que la plataforma de reservas y gestión funcione sin problemas. Serás el punto de contacto principal, resolverás dudas y ayudarás a operadores a sacar más provecho del producto.

Trabajarás en un rol remoto con superposición horaria para llamadas y colaboración, con compensación en USD basada en experiencia. Te encargarás de entrenar a usuarios, documentar guías y detectar cuentas en riesgo para

Formación

• Experiencia en rol de atención al cliente, ideal en SaaS.
• Fácil aprendizaje de software y explicarlo a usuarios no técnicos.
• Excelente comunicación oral y escrita en inglés.
• Habilidades de resolución de problemas y actitud calmada.
• Mentalidad tecnológica y orientada a procesos.
• Organización y seguimiento en múltiples cuentas.
• Enfoque paciente y solidario con clientes de distintos niveles.

Responsabilidades

• Servir como contacto principal para una cartera de parques.
• Responder preguntas y solucionar problemas de reservas, tarifas, pagos y disponibilidad.
• Realizar check-ins y sesiones de capacitación para adopción de funciones.
• Ayudar a operadores a ajustar su configuración ante cambios estacionales.
• Mantener la calma durante picos de temporada y gestionar cargas de trabajo.
• Redactar notas de seguimiento y mantener registros en el CRM.
• Convertir preguntas recurrentes en guías y documentación de ayuda.
• Identificar cuentas en riesgo y trabajar para mantener la satisfacción.
• Compartir retroalimentación de clientes para mejorar la plataforma.

Conocimientos

Customer success

Account management

SaaS

Troubleshooting

English fluency

Organization

Training docs

Problem solving

Herramientas

CRM

Descripción del empleo

Descripción del trabajo

Company Overview

Our client builds an all-in-one booking and park-management platform for outdoor hospitality. Campground, RV park, and glamping operators use it to manage reservations, availability, rates, payments, guest messaging, and reporting in one place. It also runs a traveler-facing marketplace that brings operators more bookings.

Many customers are small and mid-sized businesses whose busiest days depend on the software running smoothly. They choose this platform for its ease of use and for the real, hands-on support behind it.

Your Role

This role exists to keep customers successful long after onboarding ends.

You'll be the go-to contact for a portfolio of parks. You'll answer questions, solve problems, and help operators use more of the platform as their business grows. Success in this role means customers feel supported, use the product confidently, and stay with the platform year after year.

You’ll:

• Serve as the main point of contact for a portfolio of active customers

• Answer product questions and troubleshoot issues with bookings, rates, payments, and availability

• Run check-ins and training sessions to help customers adopt features they aren't using yet

• Help operators adjust their setup as seasons, rates, or site inventory change

• Stay calm and responsive during peak-season rushes, when every booking counts

• Write clear follow-up notes and keep customer records up to date in the CRM

• Turn recurring questions into guides, FAQs, and simple help documentation

• Spot at-risk accounts early and work proactively to keep customers happy

• Share customer feedback and pain points that help product and engineering improve the platform

You Bring:

• Experience in a customer-facing role, such as customer success, account management, support, or onboarding, ideally in SaaS

• Comfort learning software in depth and explaining it to non-technical users

• Excellent spoken and written English communication

• Strong troubleshooting skills and a calm, solutions-first attitude

• A tech-savvy, process-oriented mindset

• Strong organization and follow-through across multiple accounts

• A patient, supportive approach with customers of all technical comfort levels

Bonus Points:

• Experience with hospitality, reservations, booking, or payments software

• Familiarity with CRM or helpdesk tools

• Experience creating help documentation, FAQs, or training materials

• Experience supporting small-business owners

What’s Offered:

• Remote role with schedule overlap for customer calls and team collaboration

• Competitive USD compensation, based on experience

• A lean, hands‑on team where your impact is visible

• Growth paths into senior customer success, account management, or customer operations

• The chance to help small businesses in outdoor hospitality grow and thrive