About Us
At Merkle, we are revolutionizing international trade by providing SMEs with a seamless, intuitive platform that simplifies their journey. Our Customer Support team plays a crucial role in this mission, ensuring that every user experience is smooth, efficient, and valuable. To enhance our user experience, we are looking for a Customer Success & Onboarding Specialist who will play a critical role in guiding new users, proactively supporting their growth, and ensuring long-term success—all while continuing to assist with customer support when needed.
Your Role
As a Customer Support Specialist, you will be the first point of contact for our users, assisting them through various channels (email, chat, phone) and ensuring their inquiries are handled efficiently and professionally. You will also contribute to onboarding efforts by guiding new users and helping them integrate the platform into their daily operations, as well as supporting customer success initiatives to maximize user satisfaction and engagement.
Additionally, as an expert in customer success and onboarding, your mission is to prepare initiatives to ensure that users successfully adopt our platform and achieve their business goals. From onboarding to long term engagement, you’ll work closely with our customers to provide guidance, anticipate their needs, and help them unlock the full potential of our solution.
Key Responsibilities
Customer Support
• Assist users with inquiries related to our platform, products, and services via chat, email, and phone
• Take ownership of customer issues, ensuring they are resolved effectively and keeping users updated throughout the process
• Guide new users through onboarding, helping them understand the platform’s features and best practices
• Proactively support customer success initiatives, identifying opportunities to help users get the most value from the platform
• Ensure a seamless experience by providing clear, concise, and solution-oriented responses
• Collaborate with internal teams (Product, Operations, Customer Success, Knowledge Base) to escalate complex cases and share valuable user insights
• Contribute to process improvements, helping refine onboarding, customer support workflows, and best practices
• Participate in knowledge-sharing initiatives, ensuring the team stays up to date on product updates and industry best practices
Onboarding & Activation
• Design initiatives to guide new users through the onboarding process, ensuring a smooth transition into the platform
• Conduct personalized onboarding sessions, helping users understand key features relevant to their needs
• Develop and improve self-service onboarding materials, such as guides, FAQs, and video tutorials
• Identify users who may need additional support and proactively reach out to ensure they are set up for success
Customer Success & Engagement
• Design initiatives to maintain regular touchpoints with users to ensure they continue to get value from the platform
• Proactively identify opportunities for users to optimize their use of the platform and address any pain points
• Work with the Product team to share feedback and insights, helping improve the platform based on user needs
• Collaborate with Sales and Customer Support to drive customer retention and satisfaction
Data-Driven Approach
• Track key engagement and adoption metrics, identifying trends and areas for improvement.
• Use insights from customer interactions to recommend improvements to the onboarding and customer success processes.
• Identify potential churn risks and implement strategies to improve retention.
What We’re Looking For
• Excellent written and verbal communication skills in English and Spanish
• Positive mindset and flexibility to perform different tasks necessary to develop the customer support
• Ability to work efficiently across multiple channels (chat, email, phone) while maintaining a high level of accuracy and professionalism
• Empathy and patience, with a strong focus on customer satisfaction
• Experience in customer onboarding, customer success, account management, or a related role (minimum 5 years)
• Strong ability to explain complex concepts simply and tailor communication to different user needs
• Excellent relationship-building skills and a customer-centric mindset
• Ability to analyze data and identify trends to improve the user experience
• Proactive approach with a strong sense of ownership and problem-solving
• Experience in B2B, SaaS, or international trade is a plus
A few of the benefits
Whether it's the joy of working with people at the top of their game or the Merkle social calendar, people love working here – and we hope you will too
Attractive and great compensation package
Flexible work schedule
Spanish/English lessons
Free life and health insurance
Career development through Dentsu University and LinkedIn Learning
Day off on your birthday
Annual wellness days
Merkle Care Employee Assistance Program
Merkle Benefits Club
2 volunteering days per annum
Flexible salary remuneration scheme
About dentsu
Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo, Japan and our 65,000 employee-base of dedicated professionals work across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society.
Diversity, equity, and inclusion sits at the heart of our Social Impact strategy – our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society, where everyone is equipped to thrive.
If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams.
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