Customer Success Agent

This is a fully remote position, open to applicants in Panama.

📋 Description

• Act as the main point of contact for incoming customer inquiries through email, chat, and phone.

• Efficiently manage and resolve support tickets, ensuring precise tracking and timely follow-up using the CRM and ticketing system.

• Assist customers with onboarding, platform setup, and everyday use of SoundMachine’s software and hardware products.

• Identify and resolve basic software and hardware issues that impact the customer experience, such as platform access, device connectivity, and account configuration.

• Facilitate customer onboarding by ensuring new accounts are set up quickly and effectively.

• Monitor customer health indicators and alert the Customer Success Manager about at-risk accounts.

• Support subscription renewals, recognize upsell opportunities, and communicate customer feedback to relevant internal teams.

⛳️ Requirements

• 2 to 5 years of experience in a customer support or customer success role, preferably in a B2B SaaS or technology-focused organization.

• Excellent command of both English and Spanish, in both written and spoken forms. Proficiency in both is essential.

• Comfortable using CRM and ticketing systems (e.g., Freshdesk, Zendesk).

• Strong understanding of SaaS platforms with the ability to quickly learn new tools.

• Basic troubleshooting skills for software and connected hardware devices; a willingness to expand technical knowledge over time.

• Proficient in MS Office or similar productivity tools.

🏝️ Benefits

• Abundant opportunities for personal and professional development in a vibrant environment.

• Fully remote position offering flexibility and trust.