Remote Technical Customer Success Specialist

Persona; Ciudad de México; Remote; MXN 835,000 - 1,392,000; Full time

Benefits offered by this job

Best salaries in the industry

Remote work from specified location

Growth opportunities

Fast-paced and collaborative env.

People-first culture

Pay in your currency of choice

Full benefits

Job summary

Persona is a recruiting and staffing company hiring exceptional people for remote roles worldwide. We are seeking an experienced Technical Customer Success Specialist to support customers of a fast-growing AI company, focusing on accessibility for e-commerce brands.

You will handle onboarding, technical guidance, and issue resolution across engineering and non-technical stakeholders. Ideal candidates have strong SaaS customer success background, hands-on web tech knowledge, and can communicate

Qualifications

• 3+ years in technical support, customer success, solutions, or implementation within a SaaS company
• Experience troubleshooting technical issues and communicating findings to engineering teams
• Ability to explain technical concepts clearly to developers and non-technical stakeholders
• Experience using customer support and issue-tracking platforms such as Jira, Zendesk, Intercom, or Freshdesk
• Strong organizational skills and ability to manage multiple customer accounts independently
• Excellent written and verbal communication skills, including confidence leading technical customer calls
• Fluency in English
• Willingness to commit long-term and full-time
• Availability to work U.S. Eastern business hours
• Must be based in Latin America

Responsibilities

• Onboard new customers and guide platform setup and integrations
• Serve as primary point of contact, manage relationships, check-ins, adoption, and renewals
• Explain accessibility findings, recommendations, and fixes to developers and non-technical stakeholders
• Reproduce issues, document findings, and coordinate escalations with engineering
• Collaborate with customer development teams and internal engineers to resolve issues
• Identify opportunities to improve satisfaction, product adoption, retention, and growth
• Monitor recurring issues and share feedback with product/engineering
• Create and improve technical documentation, help guides, onboarding materials
• Manage multiple accounts with clear communication and follow-ups

Skills

Technical support

Customer success

English fluent

US Eastern hours

Latin America based

Communication

Long-term commitment

Tools

Jira

Zendesk

Intercom

Freshdesk

Shopify

Job description

Persona is a recruiting and staffing company hiring exceptional people for remote roles worldwide. We are seeking an experienced Technical Customer Success Specialist to support customers of a fast-growing AI company, focusing on accessibility for e-commerce brands.

You will handle onboarding, technical guidance, and issue resolution across engineering and non-technical stakeholders. Ideal candidates have strong SaaS customer success background, hands-on web tech knowledge, and can communicate