Junior Customer Success & Onboarding Associate

Cargobase Pte Ltd; Monterrey; Hybrid; MXN 240,000 - 360,000; Full time

Job summary

Cargobase is seeking a Junior Customer Excellence Associate in Monterrey to support onboarding, implementation, platform support, and customer engagement under mentorship. You will assist with configuration, data mapping, and go-live preparation while handling routine inquiries and building client relationships.

You will work to become proficient in customer experience, SaaS platforms, and post-sales support, contributing to knowledge base improvements and documentation.

Qualifications

• 0-2 years of experience in customer support, onboarding, or implementation (internship or entry-level experience acceptable).
• Eagerness to build expertise in customer experience, implementation, and SaaS platforms.
• Strong communication skills and attention to detail.
• Prior experience in SaaS, logistics, freight forwarder, supply chain, or B2B platforms is a plus

Responsibilities

• Assist in onboarding new customers by helping prepare configuration documents, platform walkthroughs, and user setup.
• Participate in implementation tasks such as data mapping, test case execution, UAT coordination, and go-live prep.
• Shadow and gradually lead implementation projects with defined templates and checklists.
• Support creation of solution documentation (user guides, workflows, FAQs) with direction from consultants.
• Serve as the secondary point of contact for selected accounts, handling routine updates and usage questions.
• Monitor platform usage and customer activity dashboards to spot early risk signals.
• Support health check-ins and training refreshers alongside senior managers.
• Build foundational relationship skills by participating in structured customer touchpoints.
• Handle tier 1 support tickets via chat and email, including access issues, basic functionality queries, and data corrections.
• Escalate complex issues to senior team members with appropriate context and logs.
• Contribute to the maintenance of internal support documentation and customer-facing articles.
• Maintain clear internal documentation of customer configurations, project steps, and feedback.
• Actively participate in team training, onboarding simulations, and internal tools workshops.
• Contribute to updates in knowledge base, onboarding materials, and implementation templates.
• CoT_job_summary_short: COMPANY NAME: CargobaseKEY POINTS: Onboarding and implementation support, 1st-line customer support, SaaS platform experience

Skills

Experience in customer support

SaaS platforms

Strong communication

Attention to detail

Entry-level acceptable

Job description

Cargobase is seeking a Junior Customer Excellence Associate in Monterrey to support onboarding, implementation, platform support, and customer engagement under mentorship. You will assist with configuration, data mapping, and go-live preparation while handling routine inquiries and building client relationships.

You will work to become proficient in customer experience, SaaS platforms, and post-sales support, contributing to knowledge base improvements and documentation.