Customer Success Manager — Remote

Puesto: Customer Success Manager — Remote )
Full-time | Remote | Mexico
Edge Hunters is looking for a smart, personable and highly organised   Customer Success Manager   to join our growing team.
We're an online sports betting education and technology company that helps customers use matched betting strategies to take advantage of sports book promotions and offers.
Our customers pay for access to the Edge Hunters platform, tools and community, and your job will be simple:
Make sure they have an excellent experience and get as much value as possible from their Edge Hunters membership.

What you'll be doing
You'll be the main point of contact for many of our customers.
Your responsibilities will include:
Helping new customers get set up and understand how Edge Hunters works
Answering customer questions through live chat, email and our online community
Explaining matched betting concepts in a clear and simple way
Helping customers understand sports book offers and how to use the Edge Hunters tools
Troubleshooting account or platform issues
Following up with customers who may be struggling or becoming inactive
Identifying common customer problems and suggesting ways we can improve the product
Creating and improving help articles, guides and internal documentation
Passing bugs and product feedback to our development team
Helping us improve customer retention, satisfaction and engagement
You   do not need previous matched betting or sports betting experience   . We'll teach you everything you need to know.

Who we're looking for   We're looking for someone who:
Lives in Mexico
Has   excellent spoken and written English
Has experience in Customer Success, Account Management, Customer Support or a similar customer-facing role
Communicates clearly and confidently
Is comfortable explaining things to customers who may be complete beginners
Is extremely organised and reliable
Is comfortable working independently in a remote environment
Is confident learning new software and online tools
Takes ownership of problems rather than simply passing them on
Genuinely enjoys helping customers
Experience working for a SaaS, subscription or technology company would be a big advantage.
An interest in sports is useful, but definitely not required.

What we're looking for culturally   Edge Hunters is a small and fast-moving company.
We're looking for someone who doesn't need a huge corporate structure around them to get things done.
If you see the same customer problem appearing five times, we don't just want you to answer it five times. We want you to notice the pattern and help us fix the underlying problem.
You'll have a lot of autonomy and will work directly with the people building and running the business.

Working hours   This is a full-time remote position based in Mexico.
Because the majority of our customers are in Canada, you'll need to have good overlap with   North American working hours, particularly Eastern Time   .

Compensation    MX $35,000–45,000 gross per month, depending on experience
Plus the opportunity for performance-based bonuses as the company grows.

About Edge Hunters   Edge Hunters helps people make money from sports book promotions using matched betting.
We combine educational content, software tools and customer support to make what can initially seem complicated much easier to understand.
We're growing quickly and we're looking for someone who can take ownership of the customer experience as we scale.

How to apply

Please send us:
Your CV or Linked In profile
A short introduction explaining why you're interested in the role
A  60–90 second video in English   introducing yourself and telling us about your previous customer-facing experience

We're much more interested in finding someone intelligent, personable and proactive than someone who ticks every single box above.