QA Customer Success Manager – POS, LATAM

This is a fully remote position, open to applicants in Colombia, +3 more countries.

📋 Description

• Evaluate and score Customer Success calls aimed at enhancing customer retention through both proactive and reactive strategies.

• Communicate trends and coaching opportunities to Success leadership derived from rubric assessments.

• Facilitate training and enablement initiatives for the Customer Success Manager (CSM) team based on call evaluations.

• Detect ongoing communication or process deficiencies.

• Collaborate with Success leadership to suggest training and process enhancements.

• Conduct audits on a significant volume of calls each month.

⛳️ Requirements

• Minimum of 2 years experience in a Customer Success or Account Management position.

• Demonstrated success in a role focused on quality or enablement.

• Capability to listen to and assess 80–100 calls weekly.

• Familiarity with Customer Success tools such as Salesforce, Salesloft, Sigma, Loom, and Metabase.

• Experience in a B2B2C setting, preferably within the food, hospitality, or technology sectors.

• Strong understanding of industry trends and competitive landscape.

• Excellent written and verbal communication skills.

• Ability to provide clear and constructive feedback.

• Analytical mindset with the capacity to identify patterns and offer recommendations.

• Comfortable collaborating cross-functionally with Success leaders and training teams.

• Dedicated to personal growth and continuous improvement.

• Detail-oriented with an empathetic approach to customer interactions.

🏝️ Benefits

• Comprehensive health coverage.

• Remote-first workplace.

• Unlimited PTO.

• Additional perks.