Customer Success Specialist

Acast; A distancia; MXN 455,000 - 638,000; Jornada completa

Descripción de la vacante

A global podcast technology leader is seeking a Customer Success Specialist to ensure an excellent customer experience for both new and existing podcasters. In this remote position based in Mexico, you will resolve customer inquiries, manage technical issues, and collect feedback to enhance products and services. The ideal candidate will have a passion for technology, experience in customer service, and strong communication skills. Join a company committed to diversity and excellent client service.

Formación

• Fluent in English with strong communication skills.
• Experience in customer service or technical support.
• Motivated to improve existing processes.

Responsabilidades

• Engage directly with customers to resolve issues and answer questions.
• Take ownership of technical inquiries and escalate as needed.
• Capture customer feedback to drive product improvement.
• Update customers about new product releases and feature improvements.
• Contribute to customer resources and internal knowledge base.

Conocimientos

Problem-solving

Exceptional communication

Technical support experience

Eager to learn customer support tools

Ability to explain technical concepts

Herramientas

Intercom

Zendesk

Descripción del empleo

Overview

Since Acast has been creating the world's most valuable podcast marketplace, building the technology which connects podcast creators, advertisers and listeners.

Its marketplace spans more than 135,000 podcasts, 2,700 advertisers and c.1 billion quarterly listens.

Crucially, those listens are monetized wherever they happen - across any podcasting app or other listening platform.

The company operates worldwide and is headquartered in Stockholm, Sweden.

Acast is listed on the Nasdaq First North Premier Growth Market.

About the role

As our new Customer Success Specialist you will help create and execute a fantastic customer experience for new and existing podcasters who join Acast.

You will be joining a global team where everyone is working mostly remote.

Your day‑to‑day job is to support our podcaster partners and become their trusted expert when they have general business and product enquiries, which includes those completely new to podcasting and experienced veterans.

You will be connecting with a wide range of customer types, from non‑technical to technically advanced publishers.

What you’ll do

In this role, you will engage directly with customers, helping to resolve their issues, answering their questions, and guiding them on how to make the most of our products.

You will take ownership of technical inquiries, solving problems independently whenever possible and escalating more complex issues to Level 2 or Level 3 support as needed.

Beyond solving immediate concerns, you will play a key role in capturing customer feedback and sharing valuable insights with internal stakeholders to drive continuous improvement across our products and services.

You’ll proactively update customers about new product releases and feature improvements, working closely with the product team to ensure clear and timely communication.

Additionally, you will contribute to our customer resources by updating help articles and enriching our internal knowledge base.

As you gain experience, you will have the opportunity to shape and enhance the Customer Success department, helping establish Acast as a leader in delivering exceptional client service and support.

Who you are

You are passionate about technology and enjoy diving into how things work—perhaps even listening to podcasts that explore this curiosity.

You either have experience using customer support tools like Intercom, Zendesk, or similar platforms to automate self‑serve support or are eager to learn more about them.

With a natural ability to solve problems and exceptional communication skills, you excel at explaining technical concepts to less technical audiences.

You thrive in fast‑paced environments and can collaborate effectively within a team while also working independently.

You’re comfortable stepping outside of your comfort zone and adapting to new challenges.

You bring experience in technical support or customer service, and you’re fluent in English with strong communication skills that allow you to connect with both customers and internal stakeholders.

You are open to different perspectives and approaches, sharing your knowledge respectfully and constructively.

Motivated by providing excellent customer service, you are also structured and proactive, eager to improve existing processes and routines to help your team work more efficiently.

Where you will be

All of us in the Customer Success team work remotely, but for this role we are looking for someone located in Mexico.

Culture & DEI

Acast is committed to creating a diverse environment and is proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment regardless of race, gender, sexual orientation, religion, ethnicity, national origin or any of the other wonderful characteristics that make us different.

Culture is our number one priority as a business.

We believe people come first, and we work every day to enable autonomy, continuous improvement and bring out the best in people.

We’re global and have remote teams, so it’s even more important that we strive for an open, inclusive and caring environment where everyone feels visible and welcome.

We consider ourselves a modern organization driven by strong values to create the best, most fulfilling and nurturing culture.

We very much look forward to finding the next great person to join our cause!