Customer Success Specialist

Catena

Customer Success Specialist managing customer inquiries for a fast-growing SaaS company. Operating fully remote and focusing on customer satisfaction and operational efficiency.

Posted 4/28/2026full-timeRemote • 🇧🇷 BrazilJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Manage all inbound customer inquiries from receipt to resolution
Respond to customers with clear, professional, and tone-appropriate communication
Identify and adapt to customer sentiment, especially in sensitive or escalated situations
Ensure timely responses and maintain inbox organization and prioritization
Identify recurring customer questions and documentation gaps
Create and update knowledge base articles to improve self-service support
Maintain accuracy and relevance of all help documentation
Triage requests requiring backend execution and create detailed tickets
Provide clear context and instructions for internal teams
Follow up with customers once requests are completed
Identify patterns in customer inquiries and operational requests
Flag inefficiencies and suggest process or tooling improvements
Support internal visibility through clear documentation and updates

Requirements

What you’ll need

2+ years of experience in customer support, customer success, or a similar role
Strong written English communication skills with clarity and precision
Demonstrated ability to handle customer interactions with empathy and professionalism
Experience working in async, remote environments with minimal supervision
Ability to manage high-volume inboxes while maintaining quality and responsiveness
Commitment to working US Eastern Time hours long-term
Experience in SaaS or tech environments
Knowledge base or documentation writing experience
Familiarity with ticketing systems and support workflows
Experience coordinating between customer-facing and backend teams

Benefits

Comp & perks

Competitive Salary: Based on experience and skills
Remote Work: Fully remote—work from anywhere
Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
Generous PTO: In accordance with company policy
Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
Direct Mentorship: Guidance from international industry experts
Learning & Development: Ongoing access to resources for professional growth
Global Networking: Connect with professionals worldwide

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportcustomer successknowledge base writingticketing systemssupport workflowsdocumentation writingbackend executioninbox managementprocess improvementpattern identification

Soft Skills

written communicationempathyprofessionalismorganizationprioritizationadaptabilityclarityresponsivenesscollaborationproblem-solving