Remote Client Success Specialist (LATAM)

MerchantSpring; Tijuana; Remote; MXN 688,000 - 1,135,000; Full time

Job summary

MerchantSpring is a SaaS platform helping brands, agencies, and marketplace sellers manage performance across Amazon, Walmart, eBay, Shopify, and other channels. As a Client Success Agent, you will be the first contact for inbound client support, troubleshoot issues, guide on best practices, and ensure a high-quality experience.

You will collaborate with Client Success, Onboarding, Technical Support, Product, and Engineering teams to deliver a responsive, professional, client-focused experience,

Qualifications

• 1–3 years in customer support, success, onboarding, or related roles.
• Experience in ecommerce, marketplaces, SaaS, or digital commerce.
• Excellent written and verbal English communication.
• Strong troubleshooting and problem-solving abilities.
• High attention to detail and organizational skills.
• Ability to work independently in a fully remote environment.
• Strong customer service mindset.

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.
• Educate clients on platform features and best practices.
• Escalate complex issues to Technical Support when needed.
• Maintain ticket notes and client records per SOPs.
• Collaborate with Client Success, Sales, Product, and Engineering teams.

Skills

Customer support

English communication

Troubleshooting

Remote work

Time management

Tools

Intercom

HubSpot

Jira

Job description

MerchantSpring is a SaaS platform helping brands, agencies, and marketplace sellers manage performance across Amazon, Walmart, eBay, Shopify, and other channels. As a Client Success Agent, you will be the first contact for inbound client support, troubleshoot issues, guide on best practices, and ensure a high-quality experience.

You will collaborate with Client Success, Onboarding, Technical Support, Product, and Engineering teams to deliver a responsive, professional, client-focused experience,