Client Success Agent

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🌐 Colômbia, México – Remoto

🇨🇴 Colômbia – Remoto 🇲🇽 México – Remoto

⏰ Tempo Integral

🟢 Júnior

🏆 Sucesso do Cliente

🚫👨‍🎓 Sem graduação necessária

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MerchantSpring

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2017

☁️ SaaS

🛍️ Comércio Eletrônico

🏪 Marketplace

💰 Seed em 2020-06

SaaS • eCommerce • Marketplace

O MerchantSpring é uma plataforma SaaS de análise e relatórios para marketplaces multicanais que centraliza dados de vendas, lucro, publicidade e operações em plataformas de e-commerce e marketplaces online. Oferece conectores para mais de 100 marketplaces (incluindo Amazon, Walmart, eBay, Shopify), uma camada de dados unificada para marketplaces, APIs, insights baseados em IA e relatórios automatizados/marca-branca para que marcas e agências monitorem listagens, mídia de varejo, lucratividade e saúde operacional em um só lugar.

Descrição

• 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 and guide users toward help articles, FAQs, and educational content • Encourage adoption of platform features and capabilities • Troubleshoot platform, reporting, and integration issues • Gather information for investigation and escalation • Identify patterns and recurring issues impacting clients • 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 Client Success function • Meet support SLA, operational excellence, client experience, and team contribution metrics

🎯 Requisitos

• 1–3 years of experience in customer support, customer success, onboarding, or related client-facing roles • Experience in 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 • Substantial overlap with US Pacific Time; standard working hours must align closely with this timezone • Open to additional flexibility during the first 4 weeks for onboarding and training • Nice-to-have: experience with Amazon Seller Central, Vendor Central, Walmart, Shopify, or similar platforms • Nice-to-have: experience using Intercom, HubSpot, Jira, or similar systems • Nice-to-have: experience supporting data, reporting, or analytics platforms

🏖️ Benefícios

• Support an international client base as a key contributor in MerchantSpring's growing global Client Success team • Develop your customer success, troubleshooting, platform expertise, and SaaS support skills while building a best-in-class client experience • Be the voice clients trust. Your work directly shapes how brands, agencies, and sellers succeed on the marketplaces that power their business • Fully remote role with standard working hours aligned to your timezone, and flexibility to support global client needs where required • Receive regular training, knowledge-sharing, and be part of a team culture that values continuous improvement