Customer Success Analyst

hace 2 semanas

Guadalajara, México Finvivir México A tiempo completo

**Estamos contratando**

**Customer Success Specialist |**Guadalajara, Jalisco

Somos una organización con presencia multinacional y una fuerte vocación social, en plena fase de **expansión internacional estratégica**. Nuestra misión es llevar soluciones innovadoras a comunidades de distintos países, elevando el impacto económico y humano en cada región donde operamos.

Buscamos un(a) **Customer Success Specialist** que garantice una experiência fluida, eficiente y satisfactoria para los usuarios de nuestras herramientas digitales, desde el onboarding hasta la resolución de problemas y la renovación de productos. Este puesto será clave para acompañar al cliente, resolver fricciones operativas y canalizar oportunidades de mejora

**Responsabilidades del Puesto**:

- Gestionar tickets de atención de clientas en herramientas digitales, cumpliendo con los de SLA establecidos.
- Clasificar, priorizar y escalar casos complejos a áreas correspondientes (riesgos, tecnología, operaciones).
- Documentar cada interacción con trazabilidad y asegurar el cierre completo de los requerimientos.
- Monitorear métricas como: tasa de completitud de onboarding, NPS, tiempo de resolución, volumen de interacciones y satisfacción post-servicio.
- Elaborar reportes periódicos.
- Documentar cada interacción con trazabilidad, asegurando cierre completo de los requerimientos.
- Entender las necesidades y barreras de las clientas en su experiência al utilizar las herramientas digitales.

**Requisitos**:

- Licenciatura en Administración, Comunicación o afines.
- Mínimo 2 años de experiência en atención al cliente, soporte digital o gestión de usuarios.
- Conocimiento en herramientas de atención tales como Zendesk, Freshdesk, Intercom y canales como WhatsApp Business.
- Excelentes habilidades de comunicación verbal y escrita, con empatía y orientación al cliente.

Interesados comunicarse vía whatsapp al +52 3322561501 o postularse por este medio

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