JR Support & Training – Customer Success

Hey there! Looking for your next step in the world of Customer Support & Success

About the Role: Support & Training Customer Success

Hi there!
At Loyal Guru we are looking for a Support & Training Customer Success Specialist to join our team and deliver an exceptional experience to our clients. You will be responsible for supporting 510 accounts ensuring proper guidance problem resolution and impactful training sessions.
You will work closely with our Support & Customer Success Manager to keep our clients happy engaged and fully supported

About Us

Loyal Guru helps enterprise retailers unlock the full potential of customer loyalty. Our SaaS platform centralizes millions of data points in real time enabling retailers to execute high-precision loyalty personalization and monetization strategies.
We are rapidly growing across Europe and LATAM and were looking for talented driven people who want to grow with us

Day to day @ Loyal Guru

In your day-to-day you will:

Answer manage and resolve tickets in JIRA efficiently and with a customer-first mindset.

Be the frontline of our Help Center responding to any customer request or inquiry.

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

Coordinate with clients to understand campaign objectives prepare configurations and execute them in the platform.

Analyze campaign results and suggest optimizations to improve outcomes.

Prepare and deliver training sessions on different modules of our platform.

Collect customer feedback and contribute ideas to help shape future product improvements.

Information Security & Data Protection (ISO 27001)

As part of the role you will also:

* Handle customer data reports and ticket information securely and in strict compliance with GDPR and internal security policies.

* Ensure no sensitive customer information is shared through unauthorized channels.

* Immediately report any suspected security incident data leakage or anomaly following internal procedures.

* Use only approved communication channels (JIRA Help Center internal tools).

* Participate in security and data protection training.

* Ensure that all documentation and training materials are stored securely preventing exposure of sensitive data.

Your Profile

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

* Previous experience in SaaS B2B companies is highly valued.

* English proficiency is mandatory.

* Strong Excel skills; other analytical tools are a plus.

* Proficiency in Spanish.

* Bachelors degree in business economics or a related field.

* Strong analytical mindset and great attention to detail.

* Excellent communication skills and a customer-oriented attitude.

Security-related knowledge as well as other required competencies will be assessed during the interview process.

Perks of being a Loyal Guru

What makes working at Loyal Guru special

Flexibility & Work-Life Balance

* Flexible working schedule.

* Reduced working hours on Fridays and throughout August.

* Day off on your birthday

* Hybrid model.

* 25 vacation days.

Professional Growth

* Annual budget for training and language classes.

* Clear growth path within the team and company.

Wellness

* Access to Wellhub and BH Bienestar.

* 50% discount on private health insurance (Sanitas).

* Yoga classes at the office

Team Culture

* Frequent team buildings and great vibes

Ready to join us

If you are passionate about customer support have strong analytical and communication skills and want to be part of a growing SaaS company wed love to meet you!
Apply now and become a Loyal Guru!