Customer Success Representative LATAM SpanishEnglish

Fully remote. Open to candidates anywhere in Latin America.
About UsChainPatrol is a VC-backed brand protection platform. Our technology detects and removes the scammers, fake accounts, and phishing sites impersonating the world's biggest brands, at scale and around the clock.
We're a fast-paced startup, and we're growing quickly. Revenue is climbing every quarter, and we're expanding into new industries like fintech, iGaming, and consumer brands. Our founders and leadership team have built and sold multiple companies before, and they're doing it again here.
About the roleThis is the first customer success hire dedicated to our Spanish-speaking clients in Latin America, and it is a front-lines role.
You will be the person our LATAM clients talk to every day. That means living in Slack and Telegram channels with their security teams, community leads, and founders, answering email, and picking up the phone when something needs a real conversation. You will run regular check-in calls, walk clients through what we caught and removed, and make sure nothing they raise goes unanswered.You will work under our Customer Success Manager, who owns strategy, renewals, and escalation paths. Your job is responsiveness, accuracy, and trust. When a client in Mexico City or Buenos Aires or Bogotá messages at 9am their time, you are the reason they get a clear answer in their own language instead of a delayed one in English.
This is a foundational role on the LATAM team we're building. What you learn about these accounts in the first six months will shape how we staff and support the region.
What you'll doBe the daily point of contact for a set of Spanish-speaking accounts across Slack, Telegram, email, and phoneRespond to client questions and requests quickly and accurately, in Spanish or English depending on who is askingRun recurring check-in calls and walk clients through recent threat activity and what we did about itTake intake on new threats clients report, get them into the right internal workflow, and follow up until they are closedPrepare reporting and summaries for client calls alongside the Customer Success ManagerFlag escalations early: a stalled takedown, a frustrated client, a request outside scopeSupport onboarding for new LATAM clients so they reach real value in the first 30 daysTranslate and localize client-facing materials where needed, and feed regional patterns back to the teamKeep account notes, tickets, and CRM records clean so nothing gets lost between conversations
What we're looking forNative or fully fluent written and spoken Spanish, and professional fluency in English. You will move between both in the same hour2-4 years in customer support, customer success, client services, or another client-facing role at a tech companyStrong written communication. Most client contact is text, and it has to be clear, fast, and correctComfortable on calls. You can join a client call, present what happened this month, and answer questions without a scriptComposure under pressure. Clients get frustrated, and you can absorb that without getting defensive or overpromisingOrganized. You can track dozens of open threads across four channels without dropping anyGood judgment on when to escalate to your manager versus handle it yourselfBased in Latin America with reliable internet and a workable overlap with US business hoursGenuine interest in crypto and security. You do not need to be an expert, but you should know what a wallet drainer is by the end of week one
Nice to haveExperience supporting clients in a security, fraud, trust and safety, or B2B SaaS environmentPortuguese in addition to Spanish and EnglishHands on with support and CS tooling: HubSpot, Zendesk, Intercom, Linear, NotionComfort in a CRM beyond basic data entryAny ability to pull your own numbers: spreadsheets, dashboards, light SQLExisting familiarity with Web3 communities, Telegram culture, or how scams spread in the region