Bilingual Associate – Customer Success

About the role

The Associate Customer Success Specialist will support an existing customer base, building strong relationships throughout the customer lifecycle. Working primarily via phone and email, you will ensure customers are satisfied, engaged, and receive the value they expect from our product.

Key responsibilities

• Handle a high volume of inbound and outbound customer contacts daily through phone and email.
• Verify and update contact information using search and productivity tools.
• Perform regular health‑check calls to assess product satisfaction and identify opportunities for improvement.
• Develop deep product knowledge to address objections and answer technical questions.
• Document qualitative feedback and quantitative metrics from surveys, calls, and emails in the CRM system.
• Capture the “Voice of the Customer” by recording expectations, experiences, satisfaction levels, and risk of churn.
• Proactively address customer concerns through appropriate communication channels.
• Collaborate with internal teams and management to promote a positive customer experience.

Required profile

• Previous experience in customer service or support.
• Track record of meeting personal and team sales or performance quotas.
• Experience handling high‑volume call environments.
• Comfort with learning new technologies and data‑driven processes.
• Process‑oriented mindset with ability to follow call scripts.
• Strong problem‑solving abilities.
• Willingness to work from home.

Required skills

• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
• Experience using Salesforce.com or a comparable CRM platform.