Technical Customer Success Specialist (Work From Home)

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 that hires exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth.

Our clients include Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. We offer roles in project management, operations, finance, design, marketing, customer success, and more. Every hire is for an specific open position: one person, one dedicated client, built to last.

Every offer we make is for an open role with a single client — the kind of role that’s almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but opportunity isn’t. By recruiting globally for specific client roles, we’ve grown into one of the fastest-growing companies in the global staffing industry. Every applicant goes through the same steps, and each one is designed to let you show what you can actually do.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that’s you, and one of our open roles fits, we’d like to meet you.

Role Summary

We are seeking an experienced Technical Customer Success Specialist to support customers of a fast-growing, venture-backed AI company focused on improving website accessibility for e-commerce brands. This role combines technical troubleshooting, customer onboarding, relationship management, and collaboration with engineering teams to help customers integrate and successfully use the platform. The ideal candidate has a strong SaaS customer success background, hands-on knowledge of web technologies, and the ability to communicate complex technical issues clearly to both developers and non-technical stakeholders.

Key Responsibilities

• Onboard new customers and guide them through platform setup, technical integrations, and implementation
• Serve as the primary point of contact for customers, managing ongoing relationships, check-ins, platform adoption, and renewals
• Explain website accessibility findings, technical recommendations, and code-level fixes to developers and non-technical stakeholders
• Reproduce technical problems, document findings, and coordinate escalations with engineering teams
• Collaborate with customer development teams, e-commerce stakeholders, and internal engineering teams to resolve issues
• Identify opportunities to improve customer satisfaction, product adoption, retention, and account growth
• Monitor recurring customer issues and share actionable feedback with product and engineering teams
• Create and improve technical documentation, help guides, onboarding materials, and customer support workflows
• Manage multiple customer accounts and maintain clear records of communications, issues, and follow-up actions

Required Qualifications

• 3+ years of experience in technical support, customer success, solutions, or implementation within a SaaS company
• Experience troubleshooting technical issues, investigating errors, and communicating findings to engineering teams
• Ability to explain technical concepts clearly to both 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
• Fully fluent in English
• Ability to commit long-term and full-time
• Availability to work U.S. Eastern business hours
• Must be based in Latin America

Preferred Qualifications

• Previous experience as a developer, QA engineer, or technical support engineer
• Experience with Shopify or similar e-commerce platforms, including themes, Liquid, apps, or integrations
• Familiarity with web accessibility standards, particularly WCAG
• Experience working at an early-stage startup

Core Competencies

• Strong technical troubleshooting and problem-solving skills
• Customer-focused relationship management
• Ability to explain complex technical concepts clearly
• Proactive ownership and consistent follow-throughHighly organized across multiple customer accounts
• Effective collaboration with developers and engineering teams
• Strong attention to detail and technical documentation
• Adaptability in a fast-paced startup environment

What We Offer

• Best salaries in the industry
• work remotely from the location specified for this role permanently
• Opportunities for growth and advancement
• A fast-paced and collaborative environment
• A warm, people-first company culture
• Get paid in your currency of choice
• Full benefits

This is a full-time, long-term remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.