Client Success Agent (LATAM-based)

Preferred Location: Remote – LATAM (PST-aligned timezone preferred)Level: Level 2 (experienced professional in SaaS client support/onboarding)About MerchantSpringMerchantSpring is a fast-growing SaaS platform that helps brands, agencies, and marketplace sellers manage and scale their performance across Amazon, Walmart, eBay, and other major marketplaces.We give our clients a single source of truth for marketplace performance through reporting, insights, automation, and expert client support.About the RoleWe’re looking for a Client Success Agent (PST timezone) to join our global team and support our North American and international clients.In this role, you’ll be the first point of contact for inbound support and onboarding queries — helping clients troubleshoot platform issues, connect their marketplaces, and get the most out of MerchantSpring.You’ll work closely with our Senior Client Success Agent – Team Leader and the wider CS team to deliver fast, empathetic, and solution-focused support. This role is ideal for someone who’s detail-oriented, proactive, and passionate about helping customers succeed.What You’ll DoSupport & TroubleshootingManage inbound support tickets via Intercom and email.Assist clients with marketplace integrations (e.g. Amazon token permissions).Troubleshoot sync issues, data display errors, and configuration questions.Escalate technical/product issues with full documentation.Client OnboardingSupport new client setup, dashboard configuration, and connection verification.Provide platform guidance, tutorials, and onboarding support.Collaborate with the Relationship Management team to ensure smooth onboarding.Process & DocumentationFollow CS SOPs, internal SLAs, and ticket management best practices.Maintain clear notes and communication logs in all client interactions.Contribute to Help Center and internal knowledge base improvements.CollaborationWork closely with other CS team members to share knowledge and resolve escalations.Participate in team standups, retros, and cross-timezone training sessions.What Success Looks LikeFast, high-quality ticket resolution and strong client CSAT scores.Smooth onboarding experience and timely task completion.Adherence to SLAs and internal communication standards.Active contribution to process and documentation improvements.What We’re Looking ForMust-Have:1–3 years’ experience in Customer Support or Client Onboarding (SaaS or tech environment).Excellent written and verbal English communication skills.Strong troubleshooting ability and clear technical communication.Highly organized and detail-oriented.Comfortable working autonomously in a remote role aligned to PST hours.Nice-to-Have:Experience with eCommerce platforms or marketplaces (Amazon, Walmart, etc.) – highly desired.Familiarity with Hubspot, or other CRM/helpdesk tools.Exposure to structured onboarding or customer training programs.Working HoursPST-aligned schedule (e.g. 8am–5pm PST).Some flexibility required for internal team meetings across global time zones.Why You’ll Love Working HereJoin a global, remote-first SaaS company scaling fast in the eCommerce analytics space.Work in a high-trust environment with strong leadership and supportive teammates.Contribute directly to client experience and impact across global marketplaces.