Customer Success Agent
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Job Description
Customer Success Agent supporting clients at global music-tech company, reporting to the Customer Success Manager remotely from Panama. Handling inquiries and ensuring optimal product use.
Responsibilities:
- Serve as the primary point of contact for inbound customer inquiries via email, chat, and phone;
- Manage and resolve support tickets efficiently, ensuring accurate tracking and timely follow-up through the CRM and ticketing system.
- Guide customers through onboarding, platform setup, and day-to-day use of SoundMachine’s software and hardware products.
- Diagnose and resolve basic software and hardware issues affecting the customer experience, including platform access, device connectivity, and account configuration.
- Support customer onboarding by helping new accounts get set up quickly and successfully.
- Monitor customer health signals and flag at-risk accounts to the Customer Success Manager.
- Assist with subscription renewals, identify upsell opportunities, and relay customer feedback to the relevant internal teams.
Requirements:
- 2 to 5 years of experience in a customer support or customer success role, ideally within a B2B SaaS or technology-driven company.
- Perfect or native-level English and Spanish, written and spoken. Both are required.
- Comfortable working with CRM and ticketing systems (e.g. Freshdesk, Zendesk).
- Good understanding of SaaS platforms and the ability to learn new tools quickly.
- Basic troubleshooting ability for software and connected hardware devices; willingness to develop technical knowledge over time.
- Good knowledge of MS Office or equivalent productivity tools.
Benefits:
- Plenty of opportunities for personal and professional growth in a dynamic environment
- Fully remote position with flexibility and trust
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