Customer Success Representative

🚀 WE ARE HIRING: CLIENT SUCCESS SPECIALIST (Choose Your Focus Track)
📍 Location: Remote – Honduras (Full Home Office)🕒 Schedule: Monday to Friday, 8-hour workday🎯 Reports To: Client Services Manager📌 Employment Type: Full-Time
WHO WE AREBPO Innovations is a nearshore BPO firm based in Guatemala, proudly serving clients across the United States. We specialize in delivering high-quality client services, digital campaign execution, and operational support that helps our clients grow. We are looking for two (2) talented, service-first professionals to join our team from El Salvador.
THE ROLEThis is a Client Success-first position.• 80% Core Focus: Dedicated to managing post-sale client relationships, onboarding, campaign coordination, reporting, retention, and identifying growth opportunities.• 20% Specialized Track: Where you get to choose your focus. We are hiring for two tracks, and you will select the one that best fits your skills and interests.
THE CORE 80% – CLIENT SUCCESS RESPONSIBILITIES(These responsibilities apply to BOTH tracks and form the foundation of the role.)• Client Relationship Ownership – Serve as the primary post-sale point of contact for assigned clients, maintaining proactive and professional communication.• Onboarding & Education – Guide new clients through campaign setup, dashboard access, reporting portals, communication cadence, and internal processes.• Campaign Coordination – Partner with Sales, Ad Operations, Creative, and internal teams to ensure campaigns launch on time and align with client goals.• Performance Monitoring – Review campaign pacing, delivery, engagement, conversions, ROI/ROAS, and other agreed KPIs; identify risks or opportunities early.• Client Reporting – Prepare clear performance reports and lead regular client reviews explaining results, trends, and recommended next steps.• Optimization Recommendations – Translate campaign data into practical recommendations that improve results and reinforce partnership value.• Issue Resolution – Own client-facing communication during troubleshooting, coordinate internal resolution, and close the loop promptly.• Retention & Renewal Readiness – Track account health, client sentiment, renewal timing, and address at-risk accounts early.• Expansion Signals – Identify needs, budget growth, or new objectives that may create renewal, upsell, or cross-sell opportunities for Sales.• Documentation – Maintain accurate notes, campaign details, and next steps in the CRM.• Cross-Functional Communication – Keep Sales and internal teams informed of client priorities, changes, and opportunities.• Process Improvement – Help standardize handoffs, checklists, templates, and workflows that improve service quality.
CHOOSE YOUR 20% – SELECT YOUR FOCUS TRACK
OPTION A: CREATIVE & AUTOMATION TRACK(Choose this track if you enjoy design, systems thinking, and using technology to make work more efficient.)Primary Emphasis:• Graphic Design & Content Production: Create and update client-ready graphics, social assets, presentation elements, and report visuals using Canva, Adobe Express, Figma, or equivalent tools.• AI, CRM & Automation Workflows: Use ChatGPT and Claude for drafting, research, summaries, and report narratives. Build and maintain CRM workflows for contact updates, task creation, follow-ups, and data quality checks.• Low-Code/No-Code Automations: Create workflows using Zapier, Make, n8n, or native CRM automation tools.• Vibe Coding / AI-Assisted Prototyping: Use AI tools to rapidly prototype simple internal utilities, forms, calculators, dashboards, or workflow interfaces (HTML/CSS, APIs, webhooks).• Documentation: Document workflow logic, triggers, inputs, outputs, and fallback steps.Secondary Support:• Support social media content adaptation and community posts as needed.You are a strong fit for Option A if:• You are technically curious and enjoy learning new tools.• You have basic design skills or are willing to develop them.• You enjoy organizing systems and eliminating repetitive tasks.• You are comfortable working with AI tools and structured prompts.• You can distinguish between a useful prototype and a production-ready solution.
OPTION B: OUTREACH & COMMUNITY TRACK(Choose this track if you thrive on the phone, love engaging with people, and enjoy building connections through conversation.)Primary Emphasis:• Appointment Setting & Phone Outreach: Make warm and outbound phone calls to prospects, clients, renewal lists, and reactivation lists.• Qualification: Qualify basic interest, need, timing, and fit; schedule qualified appointments for the appropriate Sales representative.• Follow-Up: Confirm appointments, send reminders, reschedule cancellations, and follow up on no-shows or missed connections.• CRM Hygiene: Log call outcomes, notes, dispositions, and next steps accurately in the CRM.• Escalation: Escalate high-intent opportunities or urgent client needs quickly to Sales or management.• Social Media & Online Community Management: Monitor and support Facebook, Instagram, TikTok, Reels, and other assigned social channels.• Community Engagement: Respond to comments, direct messages, mentions, reviews, and conversations according to brand guidelines.• Content Calendar: Help maintain a consistent content calendar and publish approved posts, promotions, and community content.• Sentiment Monitoring: Identify common questions, sentiment trends, lead signals, and client-service issues appearing in online communities.Secondary Support:• Coordinate with the Creative/Automation specialist when graphics or templates are needed.You are a strong fit for Option B if:• You are confident and professional speaking on the phone.• You enjoy connecting with people and building rapport quickly.• You are comfortable with social media platforms and community etiquette.• You are organized and diligent about logging activities in a CRM.• You can handle objections and keep conversations natural and professional.
CORE SKILLS REQUIRED (FOR BOTH TRACKS)• Customer success, relationship management, and professional client communication• Digital advertising campaign coordination and performance interpretation• Client onboarding, training, reporting, and presentation skills• Troubleshooting, expectation management, and escalation handling• Retention, renewal readiness, and identification of expansion opportunities• CRM discipline, documentation, organization, and multitasking• Basic AI prompting and AI-assisted productivity• Cross-functional collaboration with Sales, Ad Ops, Creative, and leadership• Fluent English (written and spoken)
RECOMMENDED KPIS – HOW SUCCESS IS MEASURED• Customer Success: Client retention rate, account health, client satisfaction | Measures the primary purpose of the role• Service Delivery: On-time launches, reporting cadence, issue resolution time | Shows reliability and client experience• Performance: % of accounts meeting objectives, optimization actions completed | Connects service to measurable client value• Growth Signals: Qualified renewal/upsell opportunities surfaced to Sales | Measures commercial awareness• Appointment Setting (Track B): Calls completed, contact rate, appointments booked, show rate | Measures outreach effectiveness• Community (Track B): Response time, engagement handled, leads routed | Measures community support quality• Creative (Track A): On-time creative requests, revision rate, template reuse | Measures design support efficiency• Automation (Track A): Workflows deployed, adoption, error rate, manual steps reduced | Measures practical value of automations• CRM Hygiene: % of records with current notes, next action, status | Protects continuity across teams
AI, AUTOMATION & DATA GUARDRAILS• Use only company-approved AI, CRM, and automation tools.• Do not place confidential, personal, or sensitive client information into public AI tools.• Human-review all AI-generated client-facing content, reports, and code before use.• Maintain appropriate access controls and avoid automations that bypass required approvals.• Document workflows and prototypes so others can understand and support them.
IDEAL CANDIDATE PROFILEWe are looking for a service-first professional who enjoys building client relationships, explaining performance, solving problems, and keeping complex work organized.• You are comfortable speaking with clients and prospects by phone.• You understand social media etiquette and community engagement.• You use CRM and AI tools responsibly.• You are commercially aware, but your success is measured first by client outcomes, satisfaction, retention, and strong execution.• You also need a fast internet connection of at least 150 MB and your own computer
What do we offer?· Salary: $650· Work From Home: 100% remote flexibility.· Paid Onboarding and training· Career Growth: Stable, long-term opportunity.· 15 vacation days· US Holidays off (working your local Holidays)Whether you choose the Creative & Automation Track or the Outreach & Community Track, your primary commitment is to client success.