Customer Success Guide/Agents- Spanish

Customer Success Guide Spanish || Cincinnati, OH - Onsite|| Fulltime || 4 - 8 years of experience

Job Description

Must Have Technical/Functional Skills

• Certified System Administrator (CSA)
• ITIL Foundation Certification
• Customer Success, IT service management, or SaaS related certifications are an advantage

Roles & Responsibilities

Serve as the first point of contact for customer inquiries across voice, chat, and email channels.

Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.

Deliver a professional, empathetic, and consistent experience across all customer interactions.

Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.

Identify opportunities to improve customer satisfaction, retention, and product usage.

Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.

Participate in consultative conversations aligned to customer goals and outcomes.

Accurately document all customer interactions and actions in the case management system.

Ensure follow ups and case closures are completed within defined service level timelines.

Adhere to quality standards, security requirements, and operational processes.

Strong customer centric mindset with high ownership

Excellent verbal and written communication skills

Ability to simplify technical information for non technical audiences

Structured problem solving and analytical thinking

Empathy, professionalism, and resilience in high volume environments

Attention to detail and process discipline

English: CEFR B2 or higher (mandatory); C1 preferred

Spanish: B2 to C1 (CEFR scale)

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.