Senior Customer Support Specialist providing exceptional customer support and processing analysis for clients in Guatemala. Assist with high escalations and create outstanding user experiences.
About the role
- Manage the customer journey from activation to ongoing product use, ensuring satisfaction and retention. Identify upsell/cross-sell opportunities and provide data-driven insights to improve product and service delivery.
Responsibilities
- Monitor the customer journey from activation through ongoing product use;
- Identify opportunities for account expansion and retention (upsell and cross-sell in partnership with the Sales and Projects teams);
- Track success metrics (NPS, churn, health score, activation time, etc.);
- Act as the voice of the customer internally, bringing feedback and insights to improve the product and customer support;
- Produce reports and analyses on customer performance and satisfaction;
- Work consultatively to help customers achieve tangible results with the company’s technology.
Requirements
- Bachelor’s degree (Business Administration, Technology, or related fields);
- Previous experience in customer service, support, or Customer Success at technology or SaaS companies;
- Strong verbal and written communication skills;
- Analytical mindset with the ability to interpret data and propose solutions;
- Comfortable using CRM and customer management tools;
- Organized, empathetic, and results-oriented;
- Experience with CS metrics (NPS, churn, health score);
- Knowledge of software implementation or project management;
- Experience in the construction tech (construtech) or SaaS sector.
Benefits
- Work-from-home allowance;
- Profit sharing (PLR);
- Meal voucher;
- Transportation voucher;
- Health insurance;
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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