Customer Success Representative

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

📋 Description

• Act as the primary liaison for a portfolio of active clients.

• Respond to product inquiries and address issues related to bookings, rates, payments, and availability.

• Conduct check-ins and training sessions to assist clients in utilizing underused features.

• Support operators in adjusting their configurations as seasons, rates, or site inventory fluctuate.

• Maintain composure and responsiveness during busy peak seasons.

• Document follow-up notes and ensure accurate customer records are kept in the CRM.

• Transform frequently asked questions into guides, FAQs, and help documentation.

• Recognize accounts at risk and proactively promote customer retention.

• Communicate customer feedback and challenges to product and engineering teams.

⛳️ Requirements

• Proven experience in a customer-facing position, such as customer success, account management, support, or onboarding.

• Ability to learn software thoroughly and explain it to non-technical users with ease.

• Exceptional verbal and written communication skills in English.

• Strong troubleshooting abilities paired with a calm, solution-oriented mindset.

• A tech-savvy and process-driven approach.

• Excellent organization skills and follow-through across various accounts.

• A patient and supportive demeanor with clients of all technical backgrounds.

• Experience with hospitality, reservations, booking, or payment software.

• Familiarity with CRM or helpdesk tools.

• Background in creating help documentation, FAQs, or training resources.

• Experience providing support to small business owners.

🏝️ Benefits

• A remote position with schedule flexibility for customer interactions and team collaboration.

• Competitive compensation in USD, commensurate with experience.

• Opportunities for career advancement into senior customer success, account management, or customer operations roles.