Remote Client Success Advocate, LatAm

MerchantSpring; Monterrey; Presencial; MXN 279.000 - 502.000; Jornada completa

Descripción de la vacante

MerchantSpring is seeking a proactive Client Success Agent to serve as the first point of contact for inbound client support and platform assistance. You will help clients troubleshoot issues, answer questions, and guide them toward best practices to ensure a high-quality experience.

You will collaborate with Client Success, Onboarding, Technical Support, Product, and Engineering teams to deliver responsive, client-focused service and promote self-service adoption across a global client base.

Formación

• 1 - 3 years experience in customer support, customer success, onboarding, or related client-facing roles.
• Experience working within eCommerce, marketplaces, 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.
• Strong customer service mindset.

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.
• Troubleshoot platform, reporting, and integration issues.
• Gather information required for investigation and escalation.
• Identify patterns and recurring issues impacting clients.
• Escalate complex issues to Technical Support Specialists when required.
• 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.

Conocimientos

Customer support

Troubleshooting

English communication

Detail oriented

Problem solving

Remote work

Educación

Bachelor's degree or equivalent

Herramientas

Intercom

HubSpot

Jira

Descripción del empleo

MerchantSpring is seeking a proactive Client Success Agent to serve as the first point of contact for inbound client support and platform assistance. You will help clients troubleshoot issues, answer questions, and guide them toward best practices to ensure a high-quality experience.

You will collaborate with Client Success, Onboarding, Technical Support, Product, and Engineering teams to deliver responsive, client-focused service and promote self-service adoption across a global client base.