Customer Success Associate - Onsite Honduras

ABOUT THE ROLE

• As a Customer Success Associate, you’ll handle escalations, manage complex support cases, and ensure communication flows smoothly between merchants and the engineering team.
• Your role is crucial in maintaining service quality, keeping merchants informed, and supporting ongoing improvements that directly impact the customer experience.
• This position is ideal for someone with a strong customer-centric mindset, attention to detail, and the ability to thrive in a dynamic, fast-moving environment.

PRIMARY RESPONSIBILITIES

• Receive and manage escalations, ensuring they’re properly filed with the engineering team.
• Monitor active Product Tickets (PTs) and communicate updates or resolutions to merchants.
• Notify merchants of bug fixes and system updates from engineering.
• Attend Google Meet sessions with merchants when required.
• Assist with calls and chats during high-volume periods or staffing gaps.
• Update daily trackers and maintain performance documentation.
• Ensure all escalations are followed up and resolved within SLA timeframes.
• Review the weekly Changelog and visible feature updates impacting merchants.
• Coordinate with engineering to push for progress on open issues.
• Provide feedback to improve team processes and customer satisfaction.

REQUIREMENTS

• Bachelor’s degree or equivalent customer service experience.
• 3+ years in Customer Support, Tech Support, or Account Management (preferably in SaaS or software companies).
• Excellent English communication skills (C1+ level).
• Strong problem-solving and multitasking abilities in fast-paced environments.
• Experience with ticketing or CRM systems (e.g., Zendesk, Jira, Salesforce).
• Highly organized, empathetic, and team-oriented mindset.

JOIN US AND ENJOY THESE PERKS!

• Competitive Salary: Earn a USD-based income aligned with your skills and performance.
• Paid Time Off: We value work-life balance and encourage rest.
• Private Health Insurance: We support your well-being.
• Salary Reviews: Annual evaluations to recognize your growth and impact.
• Paid Training and Certifications: Access career development programs and learning opportunities.

• Ready to put your puzzle-solving skills to the test?
• Join our team today and be part of a community that’s building the future of customer success!
• LinkedIn: Puzzle https://www.linkedin.com/company/puzzle-tech/
• Instagram: @ https://www.instagram.com/puzzle.tech_/puzzle.tech http://puzzle.tech_ https://www.instagram.com/puzzle.tech_/