Serve as the primary point of contact for inbound customer inquiries via email, chat, and phone;
Manage and resolve support tickets efficiently, ensuring accurate tracking and timely follow-up through the CRM and ticketing system.
Guide customers through onboarding, platform setup, and day-to-day use of SoundMachine’s software and hardware products.
Diagnose and resolve basic software and hardware issues affecting the customer experience, including platform access, device connectivity, and account configuration.
Support customer onboarding by helping new accounts get set up quickly and successfully.
Monitor customer health signals and flag at-risk accounts to the Customer Success Manager.
Assist with subscription renewals, identify upsell opportunities, and relay customer feedback to the relevant internal teams.

2 to 5 years of experience in a customer support or customer success role, ideally within a B2B SaaS or technology-driven company.
Perfect or native-level English and Spanish, written and spoken. Both are required.
Comfortable working with CRM and ticketing systems (e.g. Freshdesk, Zendesk).
Good understanding of SaaS platforms and the ability to learn new tools quickly.
Basic troubleshooting ability for software and connected hardware devices; willingness to develop technical knowledge over time.
Good knowledge of MS Office or equivalent productivity tools.

Plenty of opportunities for personal and professional growth in a dynamic environment
Fully remote position with flexibility and trust

Customer Success Agent

Key skills