Remote LATAM Client Success Specialist, SaaS

MerchantSpring; Monterrey; A distancia; MXN 774.000 - 1.032.000; Jornada completa

Descripción de la vacante

MerchantSpring is a SaaS platform empowering brands, agencies, and marketplace sellers to manage and scale performance across Amazon, Walmart, eBay, Shopify, and other channels. We seek a Client Success Agent to be the first point of contact for inbound support and platform assistance.

You will troubleshoot issues, guide customers on best practices, and help them become more successful using MerchantSpring, while collaborating with Client Success, Onboarding, Technical Support, Product, and

Formación

• 1-3 years experience in customer support, customer success, onboarding, or related client-facing roles
• Experience working within eCommerce, marketplaces, retail media, 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, or 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
• Participate in team meetings, training sessions, and knowledge-sharing activities
• Support continuous improvement initiatives across the CS function
• Maintain a high bar for client experience and timely resolution

Conocimientos

Customer support

Troubleshooting

Communication

English

Remote work

Herramientas

Intercom

HubSpot

Jira

Descripción del empleo

MerchantSpring is a SaaS platform empowering brands, agencies, and marketplace sellers to manage and scale performance across Amazon, Walmart, eBay, Shopify, and other channels. We seek a Client Success Agent to be the first point of contact for inbound support and platform assistance.

You will troubleshoot issues, guide customers on best practices, and help them become more successful using MerchantSpring, while collaborating with Client Success, Onboarding, Technical Support, Product, and