Customer Success Guide Spanish

Responsibilities

• Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
• Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
• Deliver a professional, empathetic, and consistent experience across all customer interactions.
• Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.
• Accurately document all customer interactions and actions in the case management system.
• Ensure follow‑ups and case closures are completed within defined service level timelines.
• Adhere to quality standards, security requirements, and operational processes.

• 4–8 years of relevant experience.
• Strong customer‑centric mindset with high ownership.
• Excellent verbal and written communication skills.
• Ability to simplify technical information for non‑technical audiences.
• Structured problem‑solving and analytical thinking.
• Empathy, professionalism, and resilience in high‑volume environments.
• Attention to detail and process discipline.
• English: CEFR B2 or higher (mandatory); C1 preferred.
• Spanish: B2 to C1 (CEFR scale).
• Degree:
  Bachelor of Computer Science or equivalent.

• Customer Success, IT service management, or SaaS related certifications are an advantage.
• ITIL knowledge.

Salary Range: $55,000–$70,000 per year.

Discretionary Annual Incentive.

Comprehensive Medical Coverage:
Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support:
Maternal & Parental Leaves.

Insurance Options:
Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth:
Commuter Benefits & Certification & Training Reimbursement.

Time Off:
Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance:
Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.