- Salary
- $2k – $3k
- Workplace
- Remote
- Type
- Full-time
- Department
- Operations
- Experience
- 2+ years
- Source
- RecruiterFlow
Description
HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.
Job Title: Remote Customer Success Operations Coordinator (100% Work From Home)
Salesforce CRM Hygiene & Opportunity Administration
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Maintains complete, current, and accurate customer, contact, account, and opportunity records in Salesforce using standardized naming conventions.
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Collaborates with CSMs to ensure active accounts carry forward-looking tasks and notes (next step, owner, due date) for accurate Gong forecasting.
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Manages renewal opportunity data accuracy, linking original contract terms, upgrades, and downgrades to ensure seamless alignment with Finance.
Inbound Customer Service & Helpdesk Management
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Manages a shared Intercom work queue covering inbound email, chat, and phone support requests within strict service level agreements (SLAs).
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Triages and resolves operational inquiries at first contact, escalating strategic relationship matters to CSMs and billing/invoice issues to Finance.
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Tracks recurring customer support patterns to design, document, and implement long-term process and system improvements.
User & License Administration & Platform Configuration
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Administers user setups, profile adjustments, deactivations, and license allocations across internal admin platforms and Salesforce.
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Monitors license recycling against contractual limits, flagging volume discrepancies and unbilled licenses prior to invoice generation.
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Configures custom playlists, learning assignments, and engagement initiatives requested by clients or CSMs tailored to customer time zones.
Renewals Coordination, Reporting & AI-Driven Process Improvement
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Maintains the central renewals calendar, setting up advance reminders and coordinating timing between Finance and Customer Success.
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Builds and maintains custom Salesforce and platform reports to support CSMs during customer business reviews and commercial forecasting.
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Identifies root causes of data errors, streamlining post-sale handovers and manual handoffs between Sales, Customer Success, and Finance.
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Leverages AI tools and modern automation software to continuously optimize administrative workflows and ticket management.
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Execution Ownership & Turnaround: End-to-end completion of administrative, configuration, and reporting requests with minimal CSM follow-up.
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CRM Data Integrity: 100% accuracy and completeness of Salesforce records, forward-looking notes, and Gong forecast task tracking.
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Helpdesk SLA Compliance: Inbound Intercom/email/phone tickets actioned promptly within agreed service standards.
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License & Renewal Accuracy: Zero unexplained variances between platform licenses and Salesforce billing records prior to renewal dates.
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CSM Capacity Expansion: Measurable reduction in CSM time spent on technical troubleshooting, configuration, and reporting.
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Customer / Sales Operations Experience: 2+ years of professional experience in customer operations, sales operations, or CRM administration.
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Hands-On Salesforce Mastery: Strong proficiency navigating, updating, and maintaining Salesforce accounts, opportunities, tasks, and reports.
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Helpdesk & Workflow Tooling: Experience managing shared support queues and communication tools (Intercom, Zendesk, Gong, or equivalent platforms).
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Numerical & Data Aptitude: Methodical approach to data, capable of auditing license volumes, detecting financial discrepancies, and solving root causes.
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Fluent Written/Spoken English: Professional written and verbal English skills to collaborate smoothly across Finance, Sales, and CS teams globally.
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AI & Automation Fluency: Comfortable incorporating AI and automation platforms into daily reporting, administrative, and ticketing workflows.
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Schedule Alignment: Ability to work full-time hours, Monday through Friday, 9:00 AM – 5:00 PM local time.
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Remote Work Infrastructure: Dedicated quiet workspace, personal computer, professional headset, and high-speed, reliable internet.
Preferred Qualifications
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Exposure to SaaS subscription management, licensing models, or renewal administration.
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Experience collaborating across multi-regional teams and varied time zones.
Benefits
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High-Impact Operations Role: Own core operational infrastructure directly driving global customer retention and CRM quality.
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Collaborative Cross-Functional Culture: Work closely with executive leadership, Finance, Sales, and Customer Success.
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AI-Enabled Work Environment: Encouragement to utilize cutting-edge AI software and workflow automation to boost productivity.
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100% Remote Infrastructure: Dedicated full-time engagement executed remotely from Latin America.
Application Disclaimer: Please Read Before Proceeding
To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.
We appreciate your interest and look forward to reviewing your application!
