Customer Success Manager

Job Title: Customer Success Manager

Type: Full-Time, Remote

Working Hours: Mondays - Fridays, 9:00 am - 5:00 pm EST

Compensation: USD 2,500 - USD 3,000 (based on assessment)

Location: Mexico and Argentina

About the Company:

We are a financial technology company headquartered in the United States. Our banking and digital remittance service helps unbanked Latinos to gain financial independence and connect with their families abroad by providing accessible bank accounts and remittance options through their employers. Targeting industries like construction, landscaping, and hospitality, where many employees are paid in cash or check, we eliminate the need for costly alternative financial services, thereby reducing financial burdens and fostering economic empowerment.

Job Summary:

We are seeking a Customer Success Manager who will be instrumental in enhancing our user experience and ensuring customer satisfaction. This role involves deep analysis of customer interactions with our platform, identifying points of friction, and providing data-driven insights to improve our product and service offerings.

Responsibilities:

• Analyze customer behavior during onboarding and application processes to identify areas for improvement.

• Collaborate with technical teams to automate processes and implement effective solutions for customer evaluations.

• Monitor and respond to customer service inquiries, using insights to drive product improvements.

• Work closely with the development team to integrate customer feedback into product development.

• Help set up and manage customer success metrics and data analysis tools (experience with Looker or similar tools is a plus).

• Ensure a seamless and efficient customer service experience, potentially integrating solutions like WhatsApp automation.

Requirements:

• At least 3 years of experience in customer success or a similar role.

• Strong analytical skills and familiarity with data analysis tools (knowledge of SQL, Python).

• Experience in process design and automation.

• Excellent communication skills in both English and Spanish.

• Ability to thrive in a startup environment, with the capacity to work independently and proactively.

• Previous experience in a customer-facing role.

• Interest or experience in financial services, with a keen interest in creating innovative customer service solutions.