MerchantSpring is a SaaS platform designed for brands, agencies, and marketplace sellers to manage and scale their performance across Amazon, Walmart, eBay, Shopify, and other integral commerce channels. We provide a single source of truth for marketplace reporting and help our clients drive growth through data, automation, insights, and expert client support.
As a Client Success Agent, you will be the first point of contact for inbound client support and platform assistance. You will help clients troubleshoot issues, answer platform questions, provide guidance on best practices, and ensure a high-quality support experience. Beyond resolving tickets, you will play an important role in educating clients, improving self-service adoption, and helping customers become more successful and confident using MerchantSpring.
You will work closely with the broader Client Success, Onboarding, Technical Support, Product, and Engineering teams to deliver a responsive, professional, and client-focused experience.
Requirements Client Support Monitor and respond to inbound support tickets via Intercom and email
Investigate and resolve client issues within agreed SLAs
Assist clients with platform functionality, reporting, and configuration questions
Provide clear, accurate, and professional communication
Escalate technical issues where required with appropriate documentation
Client Education & Enablement Help clients understand platform functionality and best practices
Promote self-service resources where appropriate
Guide users toward relevant help articles, FAQs, and educational content
Encourage adoption of platform features and capabilities
Issue Investigation Troubleshoot platform, reporting, and integration issues




Gather information required for investigation and escalation
Identify patterns and recurring issues impacting clients
Escalate complex issues to Technical Support Specialists when required
Documentation & Process Compliance Maintain accurate ticket notes and client records
Follow support SOPs, workflows, and internal SLAs
Contribute to internal documentation and troubleshooting resources
Identify opportunities for process improvement
Cross-Team Collaboration Collaborate with Client Success, Sales, Product, and Engineering teams
Participate in team meetings, training sessions, and knowledge-sharing activities
Support continuous improvement initiatives across the CS function
Key Success Metrics Support SLA's: 95%+ adherence for first response times and 90%+ for ticket resolution targets
Operational Excellence: accurate documentation and records, SOP compliance, and timely escalation of tickets
Client Experience: Average CSAT of 90%+; consistent communication quality, and effective client education
Team Contribution: Knowledge base improvements and effective collaboration with internal stakeholders
Qualifications 1 - 3 years experience in customer support, customer success, onboarding, or related client-facing roles
Experience working within eCommerce, marketplaces, retail media, SaaS, or digital commerce environments




Excellent written and verbal English communication skills
Strong troubleshooting and problem-solving abilities
High attention to detail and organisational skills
Ability to work independently in a fully remote environment
Strong customer service mindset
Work Hours This role requires substantial overlap with US Pacific Time. A variance of 1-2 hours is acceptable, with your standard working hours aligning closely with this timezone
Please apply if you are open to work these hours as your regular schedule. This is not a rotational or shift-based role
The only exception is during onboarding, as additional flexibility will be required in the first 4 weeks to ensure adequate training coverage and overlap with internal team members based in Australia and Malaysia
Nice-to-Have Experience with Amazon Seller Central, Vendor Central, Walmart, Shopify, or similar platforms
Experience using Intercom, HubSpot, Jira, or similar systems
Experience supporting data, reporting, or analytics platforms
Benefits Why Join MerchantSpring Support an international client base as a key contributor in MerchantSpring's growing global Client Success team
Develop your customer success, troubleshooting, platform expertise, and SaaS support skills while building a best-in-class client experience
Be the voice clients trust. Your work directly shapes how brands, agencies, and sellers succeed on the marketplaces that power their business
Fully remote role with standard working hours aligned to your timezone, and flexibility to support global client needs where required
Receive regular training, knowledge-sharing, and be part of a team culture that values continuous improvement

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📌 Client Success Agent, LATAM (Heroica Puebla de Zaragoza)
🏢 MerchantSpring
📍 Heroica Puebla de Zaragoza