As a Client Success Agent, you will be the first point of contact for inbound support and client onboarding assistance. Based in a Pacific-aligned timezone, youll provide coverage for North American and integral clients, helping troubleshoot platform issues, assist with marketplace integrations, and deliver an exceptional client onboarding experience.
Youll work closely with the Senior Client Success Agent Team Leader and other members of the CS team to provide fast, empathetic, and solution-oriented responses to client needs. This is a high-impact, client-facing role perfect for someone detail-oriented and passionate about solving problems.
Key Responsibilities
Support & Troubleshooting
Monitor and respond to inbound support tickets through Intercom and email
Assist clients with marketplace integration issues (e.g., Amazon token permissions)
Troubleshoot data sync, platform display, or configuration concerns
Escalate technical or product-related issues when necessary, with full documentation
Client Onboarding Assistance
Support setup for new clients, including dashboard configuration and connection verification
Ensure new clients are equipped with platform guidance, tutorials, and expectations
Coordinate onboarding tasks with the Relationship Management team
Process & Documentation
Follow support SOPs, internal SLAs, and ticket handling guidelines
Maintain clear internal notes, communication logs, and issue statuses
Contribute to the improvement of help center content and internal troubleshooting guides




Cross-Team Collaboration
Communicate effectively with other CS team members for knowledge sharing and escalations
Participate in team standups, retros, and training sessions across time zones
Key Success Metrics
Ticket resolution time and client satisfaction (CSAT)
Onboarding task completion time and client experience feedback
Adherence to internal SLAs and support quality benchmarks
Contribution to documentation and process improvement
Ideal Experience & Skills
Must-Have
1-3 years in customer support or onboarding role in a SaaS or digital tech environment
Excellent written and spoken English communication
Ability to troubleshoot and explain technical issues clearly
High attention to detail and organisation
Comfortable working autonomously in a remote role aligned to PST hours
Nice-to-Have
Experience with eCommerce platforms or marketplaces (e.g., Amazon, Walmart) (Highly desired)
Familiarity with Intercom, HubSpot, or other CRM/helpdesk platforms
Exposure to onboarding journeys or structured customer training
Working Hours
PST-aligned hours (e.g., 9am5pm PST). Some flexibility to align with internal team meetings across time zones will be required.
Why Join?
Youll play a key part in the global client experience at a fast-scaling SaaS company. With clear systems, strong leadership, and the freedom to focus on helping clients succeed, this role is ideal for someone looking to deepen their impact in a service-led, remote-first team.

📌 Client Success Agent (Guadalajara)
🏢 Talentozo
📍 Guadalajara