Head of Customer Success & Support Operations
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Job Location:
Buenos Aires - Argentina
Monthly Salary:
USD 4500 - 5500
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
Location: Remote (Latin America)
Team size: 34 direct reports
Type: Full-time
Our client is a fast-growing B2B SaaS platform helping service-based businesses get paid faster by automating accounts receivable workflows follow-ups and payments.
Were hiring a Head of Customer Success & Support Operations to lead and scale our CS and Support teams.
Youll own the entire customer journey:
Trial Onboarding Activation Ongoing Success Retention
This is a hands-on leadership role with real ownership. Youll build systems processes and SOPs that allow customers to succeed and the team to operate independently without constant founder involvement.
What Youll Own
Customer Onboarding & Adoption
Own onboarding from trial signup through activation
Define what successful onboarding means
Ensure customers reach value quickly
Improve trial-to-paid conversion and early adoption
Customer Support & Chat Operations
Oversee live chat and support workflows
Set standards for response time tone and quality
Turn repetitive issues into SOPs help docs or automation
Ensure issues are resolved and documented properly
Team Leadership
Lead and manage a CS & Support team (34 people)
Assign clear ownership and responsibilities
Coach support and hold the team accountable
Identify future hiring needs as the company scales
Systems SOPs & Process Building
Build scalable SOPs for:
Onboarding & trial follow-ups
Support & chat handling
Escalations and handoffs
Customer health checks
Create repeatable processes that reduce dependency on individuals
Enable fast ramp-up for new hires
Retention & Customer Health
Own retention and churn reduction initiatives
Monitor customer health and usage trends
Proactively identify at-risk customers
Partner with Product and Leadership to improve the customer experience
What Success Looks Like
Customers are onboarded smoothly and consistently
Support runs without founder involvement
The CS team operates independently with clear SOPs
Customers actively use the platform and stay long-term
Retention improves and churn reasons are clearly documented
The customer experience is predictable and scalable
What Were Looking For
5 years in Customer Success Support or Account Management (SaaS)
Experience leading or managing a team
Strong ability to build SOPs and scalable processes
Systems thinker who enjoys bringing structure to chaos
Excellent written and spoken English
Comfortable owning outcomes in a remote environment
Experience working with US-based teams and customers
Compensation & Benefits
Competitive base salary
Performance-based bonus tied to onboarding and retention metrics
Fully remote role
Long-term stability and growth opportunity
High ownership and visibility within the company
Key Skills
- Succession Planning
- Growing Experience
- Expense Management
- Management Experience
- Rackspace
- Laboratory Management
- Senior Leadership
- Operations Management
- Relationship Management
- Leadership Experience
- negotiation
- Taxonomy
