Client Success Agent

This is a fully remote position, open to applicants in Colombia, +1 more state.

📋 Description

• Oversee and respond to incoming support tickets through Intercom and email.

• Investigate and resolve client issues within established SLAs.

• Assist clients with inquiries related to platform functionality, reporting, and configuration.

• Deliver clear, precise, and professional communication.

• Escalate technical problems as necessary with proper documentation.

• Aid clients in comprehending platform functionality and best practices.

• Advocate for self-service resources and direct users to help articles, FAQs, and educational materials.

• Promote the adoption of platform features and capabilities.

• Troubleshoot issues related to the platform, reporting, and integrations.

• Collect information for investigation and escalation purposes.

• Identify trends and recurring issues affecting clients.

• Ensure accurate ticket notes and maintain client records.

• Adhere to support SOPs, workflows, and internal SLAs.

• Contribute to internal documentation and resources for troubleshooting.

• Spot opportunities for process enhancement.

• Collaborate with Client Success, Sales, Product, and Engineering teams.

• Engage in team meetings, training sessions, and knowledge-sharing initiatives.

• Support ongoing improvement initiatives across the Client Success function.

• Achieve support SLA, operational excellence, client experience, and team contribution metrics.

⛳️ Requirements

• 1–3 years of experience in customer support, customer success, onboarding, or similar client-facing positions.

• Experience in eCommerce, marketplaces, retail media, SaaS, or digital commerce environments.

• Exceptional written and verbal communication skills in English.

• Strong troubleshooting and problem-solving skills.

• High attention to detail and strong organizational abilities.

• Capability to work independently in a fully remote setting.

• Strong customer service orientation.

• Significant overlap with US Pacific Time; standard working hours should closely align with this timezone.

• Willing to have additional flexibility during the initial 4 weeks for onboarding and training.

• Nice-to-have: experience with Amazon Seller Central, Vendor Central, Walmart, Shopify, or similar platforms.

• Nice-to-have: familiarity with Intercom, HubSpot, Jira, or similar systems.

• Nice-to-have: experience in supporting data, reporting, or analytics platforms.

🏝️ Benefits

• Play a crucial role in MerchantSpring's expanding global Client Success team while supporting an international client base.

• Enhance your customer success, troubleshooting, platform expertise, and SaaS support skills while creating a premier client experience.

• Be the trusted voice for clients. Your efforts will directly influence how brands, agencies, and sellers thrive on the marketplaces that drive their business.

• Enjoy a fully remote position with standard working hours that align with your timezone, along with flexibility to cater to global client needs when necessary.

• Benefit from regular training, knowledge-sharing opportunities, and be part of a team culture that prioritizes continuous improvement.