Senior Customer Success Agent – LATAM

Jobs for Humanity

Senior Customer Success Agent delivering support for residents across LATAM markets. Ensuring timely issue resolution through chat, email, and resident portal communications.

Posted 5/18/2026full-timeRemote • 💃 Anywhere in Latin AmericaSenior💰 $21 - $25 per hourWebsite

About the role

Key responsibilities & impact

Deliver professional and timely support to residents via chat, email, and resident portal channels
Act as the primary liaison for resident inquiries, concerns, and service-related requests
Receive, document, and coordinate maintenance requests with internal departments
Resolve apartment-related concerns, complaints, and general service inquiries
Investigate and address billing discrepancies with accuracy and professionalism
Maintain accurate records of customer interactions and case updates within CRM systems
Utilize SAP and internal platforms to monitor, update, and manage service tickets
Conduct follow-ups to ensure complete issue resolution and resident satisfaction
Escalate complex or high-priority concerns to the appropriate teams when necessary
Consistently meet service-level expectations related to response times, quality, and customer satisfaction metrics

Requirements

What you’ll need

Proven experience in customer service, customer success, helpdesk, or support operations
Experience handling high-volume chat and email support interactions
Working knowledge of SAP and CRM platforms
Strong verbal and written communication skills
Excellent organizational and multitasking abilities
Ability to manage competing priorities in a fast-paced environment
Bilingual proficiency (English and Spanish preferred)
Experience supporting LATAM customers or residents
Familiarity with ticketing systems and service request workflows
Bring Your Own Equipment (BYOE)
Reliable laptop or desktop computer
High-speed and stable internet connection
Professional-quality headset for daily communication

Benefits

Comp & perks

Opportunities to learn and develop every day through a wide range of programs.
Internal digital platforms that promote self-learning.
Development programs according to Leadership skills.
Specialized training according to the role.
Learning experiences with internal and external providers.
Recognition programs for seniority, behavior, leadership, moments of life, among others.
Financial wellness programs that will help you reach your goals in all stages of life.
A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
Benefits for family such as our WellnessLine, thousands of Agreements and Discounts, Scholarship programs for children, Aid Plans for different moments of life, among others.

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer servicecustomer successhelpdesksupport operationsSAPCRM platformsticketing systemsservice request workflowsbilingual proficiencyLATAM customer support

Soft Skills

verbal communicationwritten communicationorganizational abilitiesmultitaskingtime managementproblem-solvingprofessionalismcustomer satisfaction focusescalation managementissue resolution