Customer Service Specialist (Remote, Americas; English & Spanish required)

Headquarters: Hong Kong
URL: https://storeganise.com/

The role

This is a fantastic opportunity for a skilled and experienced Customer Success professional to work from home in a positive company culture, serving our clients in the Americas. However, this is not a role for everyone. We expect results, high standards, and a commitment to excellence. As the face of our company, you will be responsible for:

• Leading product demos via webcam for potential customers.

• Managing onboarding calls with new clients including data conversions.

• Handling customer support tickets and inquiries with professionalism and empathy.

• Managing enquiries over the phone or via email.  

This role requires:

• Exceptional verbal and written English and fluent Spanish (both tested during the interview process). If your written English is not near-flawless, please do not apply.

• Strong ability to learn complex processes and break them down into clear guides.

• Work with data and spreadsheets.

• The ability to work during US hours.

Key responsibilities

• Become an expert in our platform and products to answer customer questions accurately and promptly.

• Maintain a positive, empathetic, and professional attitude toward customers at all times.

• Attend and lead product demos with potential customers.

• Manage onboarding and training for new and existing customers.

• Assist customers in data conversions, preparing data and running imports as part of new onboardings.

• Troubleshoot and solve customer problems creatively and efficiently, often requiring custom solutions.

• Test new features, reproduce bugs, and provide detailed feedback to the product team.

• Write, maintain, and improve help articles, onboarding guides, and training materials to support customer self-service and internal knowledge sharing.

• Identify and implement improvements to the customer support process.

• Provide insights to leadership and product teams to constantly improve the software and business operations.

What we’re looking for

We need a self-motivated, highly capable individual who:

• Has at least 3+ years of experience in Customer Support, Customer Success, Account Management, Sales, or a similar role, preferably within B2B SaaS.

• Thrives on problem-solving and thinking critically under pressure. This is a must!

• Has a strong understanding of software, enjoys exploring its features, and appreciates how it applies to business operations.

• Actively uses AI tools to improve workflows, draft documentation, and work more efficiently Has a good understanding of AI tools and experience using for personal or work tasks and is keen to continue developing these skills.

• Possesses exceptional communication skills (both written and verbal). This will be tested during the application process.

• Is comfortable working remotely and using tools like Slack and Notion to collaborate asynchronously.

• Understands the value of proactive, continuous improvement.

• Can work autonomously while being part of a global team.

• Fluency in English (written and spoken).

• Fluency in Spanish (written and spoken) is required. 

• Proficiency in Portuguese or other languages is a significant bonus.

Technical setup:

• A fairly good computer (Mac preferred, but Windows is acceptable).

• A stable and reliable internet connection.

• A webcam for video calls and demos.

• A headset with a microphone (can be provided if needed).

Bonus points for:

• Knowledge of the self-storage or property sectors.

• Sales training or experience in a sales role.

 

What we offer

• Competitive salary benchmarked to your market.

• Fully remote work from home anywhere in Latin America.

• Generous holiday allowance.

• Real ownership and room to grow within a fast-moving global product team.

• A small, tight-knit team that genuinely values your input and invests in your development.

Who this job is NOT for

This role is not suitable for:

• Those uncomfortable with high expectations: If you don’t thrive under high standards and are not willing to deliver exceptional results, this role is not for you.

• Individuals without flawless written English: Clear and professional communication is critical in this role, and your written English will be tested during the hiring process.

• People who struggle with problem-solving or independent thinking: If you rely heavily on guides, templates, or scripts to resolve issues, this role will be a poor fit. We expect you to become an expert in the software, running tests and exploring the system to develop unique solutions to customer problems—many of which won’t have predefined answers.

• Those unfamiliar with remote work: You need to be self-motivated, disciplined, and able to work independently in a remote environment.

• Candidates who cannot work US hours: This position requires availability during US hours (ideally Eastern time).

• Anyone with limited experience in technology: If you’re not comfortable working with software, troubleshooting, or learning technical systems, this role will be challenging.

This job requires initiative, adaptability, and a strong desire to master the software and think outside the box to solve problems. If this doesn’t sound like you, it’s better to explore other opportunities that align with your strengths.

Why join us?

We are deeply proud of our Customer Success team, which consistently earns 5-star reviews for the quality of our service. In this role, you’ll be expected to maintain these high standards and help us delight our clients continually.

If you’re a proactive, detail-oriented individual who enjoys solving problems and helping customers succeed, we’d love to hear from you!

To apply: https://weworkremotely.com/remote-jobs/storeganise-customer-service-specialist-remote-americas-english-spanish-required