Customer Onboarding & Success Specialist (South America)

About the role

This is a hybrid onboarding and customer success role for someone who's equally strong running structured onboarding calls and handling reactive support across the customer base. You'll own the onboarding journey for new customers — typically three to five video calls per customer — guiding operators from signed contracts to confident, active SuiteOp users. Between onboarding projects, you'll also contribute to general CS ticket resolution across the full customer base, making this a role with real variety and broad visibility into how customers use the product.

The right person for this role is a natural communicator who can simplify complex technical concepts, build trust quickly with operators who are often juggling a lot, and stay organized across multiple concurrent onboarding tracks.

Key Responsibilities

• Lead structured onboarding for new SuiteOp customers across a series of three to five video calls — covering platform walkthrough, configuration review, integrations, and go-live
• Develop a strong enough product understanding to confidently guide customers through SuiteOp's modules (SuiteKeeper, SuiteConnect, SuiteVerify, SuitePortal) and answer questions in real time
• Manage multiple onboarding tracks simultaneously, keeping customers on schedule and flagging blockers early
• Handle inbound CS tickets from across the full customer base — triaging, troubleshooting, and escalating where needed — not just for your own onboarding customers
• Collect and relay customer feedback systematically to the product team
• Contribute to onboarding documentation, help articles, and internal playbooks as you identify gaps

Qualifications

• Proven experience in a client-facing role — customer success, onboarding, account management, or implementation — ideally in SaaS or a tech-adjacent environment
• Exceptional verbal and written English communication; you're someone people enjoy being on a call with and who can hold a room
• Ability to explain technical concepts clearly to non-technical users without being condescending or overly jargon-heavy
• Organized and process-driven — you can manage five concurrent onboarding tracks without things slipping through the cracks
• Comfortable with ambiguity and able to troubleshoot issues in real time during calls
• Genuinely customer-first mindset; you take it personally when a customer isn't succeeding

Preferred

• Experience in the hospitality, short-term rental, or property management space
• Familiarity with SaaS onboarding methodologies or customer success frameworks (QBRs, health scores, etc.)
• Prior experience supporting customers across North American time zones in a remote environment
• Any exposure to IoT, smart home, or access control technology

Working Hours Full-time remote. Candidates must have meaningful availability overlap with North American business hours (EST/PST) to support customer calls.

Why Join SuiteOp You'll be one of the primary human touch points for our customers during their most critical phase — and you'll have real influence on how that experience gets built over time. Our customers do not churn, and a big part of that starts with onboarding done right. This is a role where doing good work is highly visible and directly tied to company growth.