Position Summary:

As a Customer Success Specialist at Horatio, you will support the successful onboarding and ongoing support of clients throughout their first 90 days (standard accounts) or up to 180 days (strategic/enterprise accounts). You will ensure clients have a smooth experience by handling onboarding tasks, optimizing CRM workflows, creating macros and tags, coordinating with internal departments, and maintaining high-quality client support.

Responsibilities:

Client Onboarding & Support:

• Assist with client training by acting as a moderator—keeping sessions engaging, asking clarifying questions, ensuring associates are attentive, and supporting full understanding of client processes and tools.
• Create and maintain SOPs, playbooks, and training materials for internal teams and clients.
• Audit tickets handled by associates to ensure they meet quality standards and process requirements.
• Monitor team performance to ensure we consistently meet client expectations.
• Ensure the client onboarding process is smooth, coordinated, and aligned with project timelines.
• Serve as the primary communicator to flag concerns, address issues, and maintain successful client partnerships.
• Provide recommendations on ticketing platforms and workflows, including optimization of macros, tags, views, and rules to improve efficiency.
• Coordinate with internal departments to ensure alignment and support from onboarding through ongoing operations.
• Contribute to strategic initiatives, projects, and presentations that drive client and team success.
• Complete ticket audits with observations and fininggs of associates.
• Interpret data and SLA performance indicators to identify patterns and areas for improvement in agent performance.

Quality & Process Execution:

• Completes all client support tasks accurately, efficiently, and to the highest quality standards.
• Stay informed on product updates, CRM changes, and client workflows to ensure readiness.

Required Skills/Abilities:

• Advanced/Fluent (Bilingual) English level.
• Proficient in Google Workspace (Sheets, Docs), and CRM platforms such as Gorgias, Zendesk, or Salesforce.
• Strong organizational and time management abilities.
• Able to manage multiple priorities while supporting team members.
• Excellent written and verbal communication skills.
• An analytical mindset with the ability to identify trends and troubleshoot issues effectively.
• Comfortable giving and receiving feedback to support team growth.
• High level of accountability and self-direction.

Education and Experience:

• Bachelor’s degree in Business Administration, Communications, Marketing, Public Relations, or a related field.
• 1+ years in a customer-facing or CX operations role, ideally in a BPO or SaaS environment.
• Demonstrated experience in gathering, analyzing, and reporting on client feedback and data to identify trends and anticipate needs.

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.