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 general 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.RequirementsClient SupportMonitor and respond to inbound support tickets via Intercom and emailInvestigate and resolve client issues within agreed SLAsAssist clients with platform functionality, reporting, and configuration questionsProvide clear, accurate, and professional communicationEscalate technical issues where required with appropriate documentationClient Education & EnablementHelp clients understand platform functionality and best practicesPromote self-service resources where appropriateGuide users toward relevant help articles, FAQs, and educational contentEncourage adoption of platform features and capabilitiesIssue InvestigationTroubleshoot platform, reporting,



and integration issuesGather information required for investigation and escalationIdentify patterns and recurring issues impacting clientsEscalate complex issues to Technical Support Specialists when requiredDocumentation & Process ComplianceMaintain accurate ticket notes and client recordsFollow support SOPs, workflows, and internal SLAsContribute to internal documentation and troubleshooting resourcesIdentify opportunities for process improvementCross-Team CollaborationCollaborate with Client Success, Sales, Product, and Engineering teamsParticipate in team meetings, training sessions, and knowledge-sharing activitiesSupport continuous improvement initiatives across the CS functionKey Success MetricsSupport SLA's: 95%+ adherence for first response times and 90%+ for ticket resolution targetsOperational Excellence: accurate documentation and records, SOP compliance, and timely escalation of ticketsClient Experience: Average CSAT of 90%+; consistent communication quality, and effective client educationTeam Contribution: Knowledge base improvements and effective collaboration with internal stakeholdersQualifications1 - 3 years experience in customer support, customer success, onboarding, or related client-facing rolesExperience working within eCommerce, marketplaces, retail media, SaaS,



or digital commerce environmentsExcellent written and verbal English communication skillsStrong troubleshooting and problem-solving abilitiesHigh attention to detail and organisational skillsAbility to work independently in a fully remote environmentStrong customer service mindsetWork HoursThis 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 timezonePlease apply if you are open to work these hours as your regular schedule.
This is not a rotational or shift-based roleThe 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 MalaysiaNice-to-HaveExperience with Amazon Seller Central, Vendor Central, Walmart, Shopify, or similar platformsExperience using Intercom, HubSpot, Jira, or similar systemsExperience supporting data, reporting, or analytics platformsBenefitsWhy Join MerchantSpringSupport an international client base as a key contributor in MerchantSpring's growing global Client Success teamDevelop your customer success, troubleshooting, platform expertise, and SaaS support skills while building a best-in-class client experienceBe the voice clients trust.
Your work directly shapes how brands, agencies, and sellers succeed on the marketplaces that power their businessFully remote role with standard working hours aligned to your timezone, and flexibility to support global client needs where requiredReceive regular training, knowledge-sharing, and be part of a team culture that values continuous improvement#J-*****-Ljbffr

📌 Client Success Agent, Latam (Tijuana)
🏢 MerchantSpring
📍 Tijuana