Remote Customer Success Representative

About HireLatam

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Remote Customer Success Representative (100% Work From Home)

Location: Remote from Latin America Position Type: Full-time Salary: $1,300 - $1,500 USD/Monthly Schedule: Monday to Friday, 8:30 A.M to 5:30 P.M, Central time.

Position Overview

Our Client is a leading provider in the security industry, dedicated to setting the standard for customer care and experience. They operate with a clear vision: every interaction, regardless of complexity, must reflect professionalism and a commitment to "getting things right." Built on a high-performance "A-Player" standard (Attitude, Effort, and Skill), Our Client focuses on protecting customer relationships and long-term profitability through exceptional service and proactive problem-solving.

The Role

Our Client is seeking a high-caliber Customer Success Representative to act as the primary brand ambassador. This role owns the front line of customer experience and case resolution, requiring a disciplined blend of case management, technical triage, and precision documentation. The successful candidate will ensure that no customer ever has to ask for a status update, driving every case to a thorough resolution while serving as the voice of the company. Success in this role demands urgency, sound judgment, and a relentless focus on keeping customers informed and satisfied.

Key Responsibilities

Case Intake, Triage & Ownership

• Opens a Salesforce case for every single customer contact to ensure 100% documentation.
• Triages inbound inquiries by identifying issues, assessing urgency, and assigning ownership to drive cases to resolution within 7 days.
• Proactively follows up internally with service and installation teams to ensure case progression without delay.
• Investigates root causes of recurring issues and proposes solutions for continuous improvement.

Customer Communication & Experience

• Provides proactive updates to customers every 24 hours or less until resolution, ensuring zero customer-initiated status inquiries.
• Maintains a calm, empathetic, and outcome-focused tone across phone, email, and chat interactions.
• Initiates customer communication sequences for irregular signal reports and system communication issues.
• Requests Google reviews for successfully resolved cases to bolster the brand's digital presence.

Billing & Account Management

• Maintains a strong working knowledge of the receivables process to resolve routine billing inquiries.
• Collaborates with managers to research complex invoicing problems and converts eligible customers to auto-billing.
• Identifies accounts crossing 30 days past due and ensures a clean, documented handoff to the Collections Specialist.
• Provides contract interpretation and processes basic account updates accurately within SLA.

Technical Support & Data Integrity

• Validates monitoring station trouble signal reports (low batteries, failed timer tests, etc.) as part of ongoing training.
• Maintains detailed, accurate notes on problems and resolutions within Salesforce to ensure a complete audit trail.
• Flags recurring data trends and proposes SOP enhancements to prevent future service friction.

Qualifications, Skills, and Key Competencies

• Experience: Proven experience in customer success, case management, or a high-volume customer-facing role with quantifiable results.
• Communication: Exceptional English verbal and written skills; must be clear, professional, and composed under pressure.
• Technical Proficiency: Disciplined experience with Salesforce or a comparable CRM for case management and reporting.
• Triage & Judgment: Ability to quickly assess urgency and determine when to handle issues independently versus escalating to leadership.
• Attention to Detail: High standards for documentation accuracy and completeness in a fast-paced environment.
• Mindset: A "growth mindset" individual who is coachable, accountable, and thrives on collaborative peer feedback.

Key Performance Indicators (KPI's)

• Velocity: Zero cases older than seven days.
• Proactivity: Daily updates sent to all customers on open cases.
• Responsiveness: One-hour response time to emails; callbacks for missed calls within 30 minutes.
• Compliance: 100% of customer contact logged in Salesforce as a case.

Benefits

• Direct Impact: Play a pivotal role in protecting customer relationships and brand reputation.
• Modern Culture: Work within an "A-Player" environment that prioritizes high standards and professional development.
• Ongoing Training: Gain specialized knowledge in security monitoring signals and contract management.
• Remote Stability: Full-time stability with a focus on long-term career growth in a US-based firm.

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/Video Recording is REQUIRED Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.

Mandatory Knockout Questions Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don't qualify for will not improve your chances and may affect future applications.

Check Your SPAM Folder All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.

We appreciate your interest and look forward to reviewing your application!