Description
MerchantSpring is a SaaS platform designed for brands, agencies, and marketplace sellers to manage and scale their performance across Amazon, Walmart, eBay, Shopify, and other general commerce channels. We provide a single source of truth for marketplace reporting and help our clients drive growth through data, automation, insights, and expert client support.

As a Client Success Agent, you will be the first point of contact for inbound client support and platform assistance. You will help clients troubleshoot issues, answer platform questions, provide guidance on best practices, and ensure a high-quality support experience. Beyond resolving tickets, you will play an important role in educating clients, improving self-service adoption, and helping customers become more successful and confident using MerchantSpring.

You will work closely with the broader Client Success, Onboarding, Technical Support, Product, and Engineering teams to deliver a responsive, professional, and client-focused experience.

Requirements
Client Support




- Monitor and respond to inbound support tickets via Intercom and email.
- Investigate and resolve client issues within agreed SLAs.
- Assist clients with platform functionality, reporting, and configuration questions.
- Provide clear, accurate, and professional communication.
- Escalate technical issues where required with appropriate documentation.

Client Education & Enablement
- Help clients understand platform functionality and best practices.
- Promote self-service resources where appropriate.
- Guide users toward relevant help articles, FAQs, and educational content.
- Encourage adoption of platform features and capabilities.

Issue Investigation
- Troubleshoot platform, reporting, and integration issues.
- Gather information required for investigation and escalation.
- Identify patterns and recurring issues impacting clients.
- Escalate complex issues to Technical Support Specialists when required.

Documentation & Process

📌 Client Success Agent, LATAM (Bogotá)
🏢 MerchantSpring
📍 Bogotá