PD: Client Success Agent
PD: Client Success Agent
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About MerchantSpring
MerchantSpring is a SaaS platform designed for brands agencies and marketplace sellers to manage and scale their performance across Amazon Walmart eBay and other global marketplaces. We provide a single source of truth for marketplace reporting and drive growth through insights automation and expert client support.
Role Summary
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 global clients helping troubleshoot common platform issues assist with onboarding tasks and support an exceptional client experience.
In this Level 1 role you will focus on foundational support delivery under the guidance of the Senior Client Success Agent Team Leader. Youll be responsible for actioning incoming support tickets executing onboarding tasks and escalating technical issues when needed. This is an ideal opportunity for someone looking to grow within a SaaS client success environment.
Key Responsibilities
Support & Troubleshooting
- Monitor and respond to inbound support tickets through HubSpot
- Assist clients with marketplace integration issues
- Troubleshoot data sync platform display or general concerns
- Escalate technical or product-related issues when necessary with full documentation
Client Onboarding Assistance
- Support setup for new clients sync configuration kickoffs 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:
- 1-2 year experience in customer support or client-facing role (SaaS digital or service industry)
- Strong written and verbal English communication
- High attention to detail and willingness to learn
- Organised responsive and comfortable working independently in a remote environment
Nice-to-Have
- Exposure to eCommerce or marketplace tools (e.g. Amazon Walmart)
- Familiarity with support tools like HubSpot Intercom or Jira
- Interest in pursuing a career in Customer Success or SaaS
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 MerchantSpring
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.
Compensation Guidance
- Salary: $1600 $1900/month (AUD)
- Location Preference: Mexico or Colombia (PST-aligned timezone)
- This range reflects entry-level market rates for support professionals in target regions with structured development pathways to grow into Level 2 roles over time.
Note: This is a Level 1 position designed for early-career professionals or those transitioning into SaaS client support roles.
Employment Type
Full Time
