Remote Client Success Advocate (LATAM)

MerchantSpring; Región Centro; Remote; MXN 688,000 - 1,032,000; Full time

Job summary

MerchantSpring, a SaaS platform for brands, agencies, and marketplace sellers, is seeking a Client Success Agent. You will be the first point of contact for inbound client support, troubleshoot issues, answer platform questions, and guide users to best practices to improve self-service adoption.

You will work closely with Client Success, Onboarding, Technical Support, Product, and Engineering teams to deliver a responsive, professional client experience.

Qualifications

• 1–3 years experience in customer support or related roles.
• Experience in eCommerce, marketplaces, SaaS, or digital commerce environments.
• Excellent written and verbal English communication skills.
• Strong troubleshooting and problem-solving abilities.

Responsibilities

• Monitor and respond to inbound support tickets via Intercom and email.
• Investigate and resolve client issues within SLAs.
• Assist clients with platform functionality, reporting, and configuration questions.
• Provide clear, accurate, and professional communication.
• Escalate technical issues with proper documentation.
• Help clients understand platform functionality and best practices.
• Promote self-service resources and guide users to help articles and FAQs.
• Troubleshoot platform, reporting, or integration issues.
• Maintain accurate ticket notes and client records.
• Collaborate with Client Success, Sales, Product, and Engineering teams.

Skills

Customer support

Troubleshooting

Communication skills

Independent work

Tools

Intercom

HubSpot

Jira

Amazon Seller Central

Job description

MerchantSpring, a SaaS platform for brands, agencies, and marketplace sellers, is seeking a Client Success Agent. You will be the first point of contact for inbound client support, troubleshoot issues, answer platform questions, and guide users to best practices to improve self-service adoption.

You will work closely with Client Success, Onboarding, Technical Support, Product, and Engineering teams to deliver a responsive, professional client experience.