Support&Training Customer Success

Support&Training Customer Success SaaS B2B Platform

About Loyal Guru

Loyal Gurus platform helps Enterprise Retailers overcome the complex challenges of developing their business through next-gen loyalty programs personalized offers at scale advanced retail analytics and innovative monetization opportunities. Our solution simplifies the complexity of managing millions of shoppers transactions and data points by centralizing all data in real-time creating a Single Source of Truth that enables retailers to develop retain and recover customers both online and at point-of-sale.

At Loyal Guru we believe that every retailer can become a key player in the industry when equipped with the right committed to empowering our clients with smart technology that makes every customer interaction smarter more profitable and more human.

About the role

At Loyal Guru we help top retailers boost their customer loyalty with cutting-edge technology.
As our Support&Training Customer Success youll play a key role in delivering an exceptional experience to our clients offering top-notch support training and guidance to a portfolio of 5 to 10 accounts.

Youll work closely with our Customer Success Manager to make sure every client is not only satisfied but genuinely happy with the value we bring.

This position follows a LATAM working schedule offering flexibility and collaboration across international teams.

What youll do

* Manage and resolve customer tickets through JIRA ensuring timely and successful issue resolution.

* Be the frontline of our Help Center providing quick friendly and clear answers to client queries.

* Prepare custom reports and analyses to help clients improve their loyalty program performance.

* Collaborate directly with client teams to understand campaign goals and ensure successful execution within the platform.

* Analyze campaign results and recommend optimizations to boost performance.

* Deliver engaging training sessions on the different modules of our platform to empower client teams.

* Gather and organize client feedback helping us turn ideas into new product improvements.

Information Security & Data Protection Responsibilities

As part of your role and in alignment with our ISO 27001 Information Security Management System youll help us keep customer data safe and secure by following these key principles:

Data Protection & Confidentiality

* Handle all customer data reports and tickets in full compliance with GDPR and Loyal Gurus security policies.

* Never share sensitive customer information through unauthorized channels (e.g. personal email unsecured tools).

Incident Reporting

* Immediately report any suspected security incident data leakage or anomaly identified during customer interactions or ticket handling.

Secure Communication

* Use only approved tools (JIRA Help Center internal systems) for managing customer requests and sharing information.

Awareness & Compliance

* Take part in security awareness and data protection training.

* Promote a culture of security and responsibility within customer support operations.

Documentation & Process

* Ensure that training materials reports and documentation are prepared and stored securely without exposing sensitive data.

Who you are

* You bring 12 years of experience in Customer Support Service or Training roles.

* Ideally youve worked in a SaaS B2B environment.

* Youre fluent in English (mandatory) and Spanish.

* You have solid Excel skills and experience with analytical tools is a plus.

* You hold a Bachelors degree in Business Economics or a related field.

* Youre analytical detail-oriented and passionate about problem-solving.

* You have excellent communication skills and a naturally customer-focused mindset.

* This position follows a LATAM working schedule offering flexibility and collaboration across international teams.

The security and technical knowledge mentioned above will be evaluated during the interview process.