Bilingual Customer Success Specialist (EN/ES)

INMYTEAM CORP; Florida; On-site; USD 42,000 - 62,000; Full time

Job summary

INMYTEAM CORP is seeking a Customer Success Representative in Florida to support a growing SaaS platform. You will help customers navigate the InMyTeam app, resolve issues, and document interactions to ensure a smooth experience.

The role requires bilingual fluency in English and Spanish, strong communication skills, and the ability to collaborate with Product, Implementation, and other teams. A customer-first mindset and attention to detail are essential.

Qualifications

• Fluent in English and Spanish.
• Experience in customer service or software support preferred.
• Ability to document interactions accurately.
• Familiarity with standard business software and workflows.

Responsibilities

• Respond to customer questions and support requests in a timely, professional, and helpful manner through the company's established support channels.
• Assist customers with navigating and using the InMyTeam application and its features.
• Troubleshoot customer-reported issues by gathering information, asking appropriate questions, and identifying possible causes or solutions.
• Clearly explain system functionality, processes, and solutions in language that customers can easily understand.
• Accurately document customer questions, issues, troubleshooting steps, and resolutions in the appropriate internal systems.
• Determine when an issue can be resolved within Customer Success and when it should be escalated to another team, such as Product, Development, Implementation, or management.
• Provide complete and accurate information when escalating issues so that other teams can efficiently investigate and resolve them.
• Follow up on open customer issues as appropriate and communicate status updates to customers.
• Identify recurring customer questions, system issues, or areas of confusion and communicate trends to management and other appropriate teams.
• Develop and maintain a strong working knowledge of the InMyTeam platform, including new features, enhancements, and changes.
• Assist customers in understanding established workflows and best practices for using the application.
• Collaborate with Implementation and other internal teams to support a smooth customer experience as customers transition from implementation to ongoing support.
• Maintain customer confidentiality and follow company policies related to data privacy, security, HIPAA, and the handling of sensitive information.
• Participate in training, team meetings, product updates, and other activities necessary to maintain knowledge of the application and customer needs.
• Contribute to internal documentation, FAQs, knowledge-base materials, and support procedures when needed.
• Perform other customer support-related duties as assigned based on business and customer needs.

Skills

Bilingual Spanish & English

Customer service experience

Strong communication skills

Problem solving

Software learning ability

Documentation

Education

High school diploma or equivalent

Tools

CRM software

SaaS platforms

Job description

INMYTEAM CORP is seeking a Customer Success Representative in Florida to support a growing SaaS platform. You will help customers navigate the InMyTeam app, resolve issues, and document interactions to ensure a smooth experience.

The role requires bilingual fluency in English and Spanish, strong communication skills, and the ability to collaborate with Product, Implementation, and other teams. A customer-first mindset and attention to detail are essential.