The role

This is an excellent opportunity for a seasoned Customer Success professional to work remotely within a supportive company culture, serving clients across the Americas. However, it’s not a role for everyone. We expect strong performance, high standards, and a dedication to excellence. As the company’s representative, you will be responsible for:

• Conducting product demonstrations via webcam for prospective customers.
• Leading onboarding calls with new clients, including handling data conversions.
• Responding to customer support tickets and inquiries with professionalism and empathy.
• Managing customer questions over the phone or by email.

This role requires:

• Outstanding spoken and written English and fluent Spanish (both tested during the interview). If your written English is not near perfect, please do not apply.
• The ability to learn complex processes and translate them into clear instructions.
• Confidence working with data and spreadsheets.
• Availability during US business hours.

Key responsibilities

• Become an expert in our platform to provide accurate and timely answers to customer questions.
• Maintain a positive, empathetic, and professional tone with customers at all times.
• Attend and lead product demos for potential clients.
• Oversee onboarding and training for both new and existing customers.
• Assist with data conversions, including preparing data and running imports during onboarding.
• Troubleshoot and resolve customer issues creatively and efficiently, often requiring tailored solutions.
• Test new features, reproduce bugs, and give detailed feedback to the product team.
• Write, update, and improve help articles, onboarding guides, and training materials to support self-service and internal knowledge sharing.
• Identify and implement improvements to the support process.
• Provide insights to leadership and product teams to help improve the product and operations.

What we’re looking for

We are searching for a self-driven, highly capable individual who:

• Has at least 3+ years of experience in Customer Support, Customer Success, Account Management, Sales, or similar roles, ideally in B2B SaaS.
• Excels at problem-solving and thinking critically under pressure.
• Understands software well, enjoys learning its features, and recognizes its impact on business operations.
• Actively uses AI tools to improve workflow efficiency, create documentation, and streamline tasks, and is eager to keep developing these skills.
• Communicates clearly and effectively, both verbally and in writing.
• Is comfortable working remotely using tools like Slack and Notion for asynchronous collaboration.
• Values proactive, continuous improvement.
• Can work independently while collaborating with a global team.
• Is fluent in English and Spanish (written and spoken).
• Has additional language skills such as Portuguese (a major plus).

Technical setup:

• A reliable computer (Mac preferred, Windows acceptable).
• Stable, dependable internet access.
• A webcam for video meetings and demos.
• A headset with a microphone (we can provide one if necessary).

Bonus points for:

• Knowledge of the self-storage or property industries.
• Sales training or experience in a sales-focused role.

What we offer

• Competitive salary based on your local market.
• Fully remote work from anywhere in Latin America.
• Generous holiday allowance.
• Meaningful ownership and plenty of opportunities to grow within a fast-paced global product team.
• A small, close-knit team that values your contributions and supports your professional development.

Who this job is NOT for

This position is not suitable for:

• Anyone uncomfortable with high expectations or unwilling to deliver exceptional results.
• Candidates without excellent written English, as communication quality is essential and will be tested.
• Individuals who struggle with problem-solving or rely heavily on scripts or templates. Many customer issues require original thinking and testing within the software.
• Those inexperienced with remote work who lack self-discipline or independent work habits.
• Candidates unable to work US hours (preferably Eastern time).
• Individuals with limited technical experience or discomfort with software and troubleshooting.

This role demands initiative, flexibility, and a drive to master the software while developing creative solutions. If this doesn’t align with your strengths, you may be better suited for other opportunities.

Why join us?

Our Customer Success team consistently earns 5-star reviews for outstanding service, and we’re proud of the work they do. In this position, you’ll be expected to uphold these high standards and help us continue delivering exceptional customer experiences.

If you’re proactive, detail-oriented, and passionate about problem-solving and helping customers succeed, we’d be excited to hear from you.