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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer portfolios with a focus on onboarding, churn reduction, and account expansion while effectively communicating in Spanish and Portuguese. Proficient in utilizing support and CRM tools to enhance customer success and drive platform adoption.
Highest-signal resume keywords
Fluent Spanish CommunicationFluent Portuguese CommunicationCustomer Success ExperienceSupport And CRM Tools ProficiencyOnboarding And Churn Reduction Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SuccessOnboardingChurn ReductionAccount ExpansionPerformance Reporting
Soft Skills
Strong Communication SkillsOrganizational SkillsAutonomy
Tools & Technologies
ZendeskFreshdeskHubSpot
Industry Keywords
SaaSCustomer ExperienceB2B Customer SupportCreative ServicesLATAM Market
About the role
Key responsibilities & impact- Lead onboarding and training for Spanish-speaking customers and users, ensuring rapid platform adoption
- Support customers through multiple channels (WhatsApp, email, video conferencing, and customer support software) in Spanish and Portuguese
- Actively, proactively, and personally manage a portfolio of customers
- Monitor health metrics, including NPS, CSAT, platform usage, and churn risk
- Understand each customer’s creative context to guide the strategic use of Trakto
- Identify expansion opportunities (upsell/cross-sell) and flag cancellation risks
- Prepare periodic performance reports for the customer portfolio
- Collaborate with Product and Technical Support to share customer feedback and prioritize improvements
- Work with multiple products across the Trakto ecosystem, including SaaS, AI, and creative services
Requirements
What you’ll need- Fluent or native-level Spanish (written and spoken communication, supporting LATAM customers)
- Fluent Portuguese
- Previous experience in Customer Success, Customer Experience, or B2B Customer Support
- Strong communication and organizational skills, with the autonomy to manage an assigned customer portfolio
- Comfortable using support and CRM tools (e.g., Zendesk, Freshdesk, HubSpot, or similar)
- Experience in technology/SaaS companies (a plus, but not required)
- Experience in marketing, content production, social media, design, or agencies (a plus, but not required)
- Intermediate or advanced English (a plus, but not required)
- Experience with onboarding, churn reduction, or account expansion (a plus, but not required)
Benefits
Comp & perks- 100% remote work
- Flash Multibenefits card
- Employment under either CLT or PJ arrangement