Customer Success Specialist

💼 Customer Success Specialist

📍 Latin America | Cross-Border Team

🏢 About Roca Alliances

Roca Alliances is a specialized recruitment and operations partner in the technology sector, building high-performance teams across Latin America for multinational companies.

For this opportunity, we are hiring talent to join our Cross-Border Teams, supporting a global technology client operating in a fast-evolving, highly competitive industry focused on protecting digital environments. This organization values data-driven decision-making, cross-functional collaboration, and financial rigor to fuel sustainable growth.

🎯 Position Overview

We are looking for a Customer Success Specialist to support customer engagement and account performance in a fast-paced digital services environment.

In this role, you will interact with customers daily, providing support, resolving issues, and identifying opportunities to improve account performance. The ideal candidate is customer-focused, analytical, and comfortable managing a high volume of interactions while maintaining excellent service standards.

🧾 Key Responsibilities

• Manage high-volume inbound customer interactions, including conversations with frustrated customers, while maintaining a professional and solution-oriented approach.

• Provide daily customer support, answering questions, resolving issues, and following up on reported concerns.

• De-escalate challenging situations and guide conversations toward productive outcomes.

• Onboard new customers, setting clear expectations and best practices to help them succeed with the platform.

• Investigate account performance and call quality concerns and provide recommendations for improvement.

• Identify opportunities to increase account revenue and lead volume.

• Collaborate with internal teams and leadership to resolve complex account issues and improve processes.

• Maintain accurate records using CRM systems and internal tools.

📅 A Day in the Life

As a Customer Success Specialist, your day will involve working closely with customers to ensure they are getting the most value from the platform.

You may begin the day by responding to inbound inquiries and reviewing customer accounts that require follow-up. Throughout the day, you will handle support requests, investigate account performance, and help resolve customer concerns.

You will also onboard new clients, guiding them through best practices to help them succeed. By analyzing account activity and customer feedback, you’ll identify opportunities to improve performance and strengthen customer relationships.

👤 Who You Are

You are a customer-focused and highly organized professional who thrives in a fast-paced environment. You enjoy solving problems, helping customers succeed, and working collaboratively with internal teams.

You are comfortable managing multiple priorities while maintaining high service quality and strong communication with customers.

✅ Qualifications

• Prior experience in Customer Success, Account Management, or Customer Support

• Ability to manage high volumes of customer interactions

• Strong communication and problem-solving skills

• Excellent time management and organizational skills

• Experience working with CRM systems (Salesforce preferred)

• Comfortable using Microsoft Office tools, including Excel

• Ability to work independently in a remote environment

✨ Why Join Us?

• Work with global technology organizations

• Be part of a cross-border team supporting international clients

• Gain experience in customer success, digital services, and account growth

• Join a fast-paced, collaborative, and growing environment