Customer Success Representative ? - Latam - Remote

Atomic Hr; Tijuana; A distancia; MXN 1.074.000 - 1.611.000; Jornada completa

Descripción de la vacante

Atomic Hr is seeking a remote Customer Success professional to own a portfolio of parks, answering questions, troubleshooting bookings, and driving product adoption. You’ll run trainings, adjust setups as seasons change, and write clear notes in the CRM to help customers succeed year after year.

You bring strong communication in English, a calm, solutions-first mindset, and a patient approach with varied tech comfort levels. This role offers USD compensation and growth into senior roles.

Formación

• Experience in a customer-facing role, ideally in SaaS.
• Ability to learn software in depth and explain it to non-technical users.
• Strong spoken and written English communication.
• Strong troubleshooting skills with a calm, solutions-first attitude.
• Tech-savvy, process-oriented mindset.
• Excellent organization and follow-through across multiple accounts.
• A patient, supportive approach with customers of all levels.

Responsabilidades

• Be the main contact for a portfolio of active customers.
• Answer product questions and troubleshoot bookings, rates, payments, and availability.
• Run check-ins and training to drive feature adoption.
• Help operators adjust setup as seasons or inventory changes.
• Stay calm during peak-season rushes and keep records updated in CRM.
• Create follow-up notes and document customer interactions.
• Turn recurring questions into guides and documentation.
• Identify at-risk accounts and proactively keep customers happy.
• Share feedback to help product and engineering improve the platform.

Conocimientos

Customer-facing experience

Software learning ability

Excellent English communication

Troubleshooting skills

Tech-savvy mindset

Organization & follow-through

Patient, supportive approach

Herramientas

CRM tools

Helpdesk tools

Descripción del empleo

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