Engagement: Full-time
Location: Onsite - San Pedro Sula
As a Customer Success Associate, you’ll handle escalations, manage complex support cases, and ensure communication flows smoothly between merchants and the engineering team.
Your role is crucial in maintaining service quality, keeping merchants informed, and supporting ongoing improvements that directly impact the customer experience.
This position is ideal for someone with a strong customer-centric mindset, attention to detail, and the ability to thrive in a dynamic, fast-moving environment.
Primary ResponsibilitiesReceive and manage escalations, ensuring they’re properly filed with the engineering team.
Monitor active Product Tickets (PTs) and communicate updates or resolutions to merchants.
Notify merchants of bug fixes and system updates from engineering.
Attend Google Meet sessions with merchants when required.
Assist with calls and chats during high-volume periods or staffing gaps.
Update daily trackers and maintain performance documentation.
Ensure all escalations are followed up and resolved within SLA timeframes.
Review the weekly Changelog and visible feature updates impacting merchants.
Coordinate with engineering to push for progress on open issues.
Provide feedback to improve team processes and customer satisfaction.
Bachelor’s degree or equivalent customer service experience.
3+ years in Customer Support, Tech Support, or Account Management (preferably in SaaS or software companies).
Excellent English communication skills (C1+ level).
Strong problem-solving and multitasking abilities in fast-paced environments.
Experience with ticketing or CRM systems (e.g., Zendesk, Jira, Salesforce).
Highly organized, empathetic, and team-oriented mindset.
Competitive Salary: Earn a USD-based income aligned with your skills and performance.
Paid Time Off: We value work-life balance and encourage rest.
Private Health Insurance: We support your well-being.
Salary Reviews: Annual evaluations to recognize your growth and impact.
Paid Training and Certifications: Access career development programs and learning opportunities.
Ready to put your puzzle-solving skills to the test?
Join our team today and be part of a community that’s building the future of customer success!
LinkedIn: Puzzle
Instagram: @puzzle.tech_
Skills Required
- Bachelor's degree or equivalent customer service experience
- 3+ years in Customer Support, Tech Support, or Account Management
- Experience in SaaS or software companies
- Excellent English communication skills (C1+ level)
- Strong problem-solving and multitasking abilities in fast-paced environments
- Experience with ticketing or CRM systems (e.g., Zendesk, Jira, Salesforce)
- Highly organized, empathetic, and team-oriented mindset
What We Do
Puzzle Consulting Services is a software consulting firm that helps industry-leading customers achieve supply chain and business success. The company provides professional services including the implementation of the Bright Suite of solutions for warehouse, order, sourcing, and inventory management. They serve a variety of sectors, including consumer goods, food and beverage, third-party logistics, transportation, and shipping.
