Location: Remote (PST-aligned timezone preferred - Lvl 1) Employment Type: Full-time Salary: $1,600 - $1,900/month (AUD) Reports To: Senior Client Success Agent Team Leader Department: Client Success About MerchantSpring MerchantSpring is a SaaS platform designed for brands, agencies, and marketplace sellers to manage and scale their performance across Amazon, Walmart, eBay, and other global marketplaces. We provide a single source of truth for marketplace reporting and drive growth through insights, automation, and expert client support. Role Summary As a Client Success Agen t, you will be the first point of contact for inbound support and client onboarding assistance. Based in a Pacific-aligned timezone, youll provide coverage for North American and global clients, helping troubleshoot common platform issues, assist with onboarding tasks, and support an exceptional client experience. In this Level 1 role, you will focus on foundational support delivery under the guidance of the Senior Client Success Agent Team Leader. You'll be responsible for actioning incoming support tickets, executing onboarding tasks, and escalating technical issues when needed. This is an ideal opportunity for someone looking to grow within a SaaS client success environment. Key Responsibilities Support & Troubleshooting Monitor and respond to inbound support tickets through HubSpot Assist clients with marketplace integration issues Troubleshoot data sync, platform display, or general concerns Escalate technical or product-related issues when necessary, with full documentation Client Onboarding Assistance Support setup for new clients, sync configuration kickoffs and connection verification Ensure new clients are equipped with platform guidance, tutorials, and expectations Coordinate onboarding tasks with the Relationship Management team Process & Documentation Follow support SOPs, internal SLAs, and ticket handling guidelines Maintain clear internal notes, communication logs, and issue statuses Contribute to the improvement of help center content and internal troubleshooting guides Cross-Team Collaboration Communicate effectively with other CS team members for knowledge sharing and escalations Participate in team standups, retros, and training sessions across time zones Key Success Metrics Ticket resolution time and client satisfaction (CSAT) Onboarding task completion time and client experience feedback Adherence to internal SLAs and support quality benchmarks Contribution to documentation and process improvement Ideal Experience & Skills Must-Have: 1-2 year experience in customer support or client-facing role (SaaS, digital, or service industry) Strong written and verbal English communication High attention to detail and willingness to learn Organised, responsive, and comfortable working independently in a remote environment Nice-to-Have Exposure to eCommerce or marketplace tools (e.g., Amazon, Walmart) Familiarity with support tools like HubSpot, Intercom, or Jira Interest in pursuing a career in Customer Success or SaaS Working Hours PST-aligned hours (e.g., 9am5pm PST). Some flexibility to align with internal team meetings across time zones will be required. Why Join MerchantSpring? You'll play a key part in the global client experience at a fast-scaling SaaS company. With clear systems, strong leadership, and the freedom to focus on helping clients succeed, this role is ideal for someone looking to deepen their impact in a service-led, remote-first team. Compensation Guidance Salary: $1,600 $1,900/month (AUD) Location Preference: Mexico or Colombia (PST-aligned timezone) This range reflects entry-level market rates for support professionals in target regions, with structured development pathways to grow into Level 2 roles over time. Note: This is a Level 1 position designed for early-career professionals or those transitioning into SaaS client support roles. #J-18808-Ljbffr