Quality Assurance Specialist (Customer Success)

Location: Remote from Colombia, Buenos Aires, Costa Rica, or Mexico.

Estimated base salary: $30,000 USD, converted to local currency.

Company

AI-native software for local businesses, starting with restaurants and covering websites, online ordering, CRM, POS, and business operations.

What you will do

• Listen to and score proactive and reactive Customer Success calls focused on customer retention.
• Apply Customer Success quality rubrics and maintain a high standard of service.
• Identify recurring communication and process gaps from call evaluations.
• Share trends and coaching opportunities with Success leadership.
• Guide enablement and training for the Customer Success team.
• Collaborate with Success leaders and training teams on service-quality improvements.

Requirements

• Detail-oriented, empathetic, and able to recognize high-quality customer interactions.
• Experience in a quality assurance or customer success role.
• Strong written and verbal communication skills, including the ability to provide clear and constructive feedback.
• Analytical mindset with the ability to identify patterns across calls and convert them into coaching or process recommendations.
• Comfort working cross-functionally with Success leaders and training teams.
• At least 2 years of experience in Customer Success or Account Management.
• Proven success in a quality- or enablement-focused role.
• Ability to listen to and score 80–100 calls per week.
• Experience with Customer Success tools including Salesforce, Salesloft, Sigma, Loom, and Metabase.
• B2B2C background, ideally in food, hospitality, or technology, with an understanding of industry trends and competitors.
• Commitment to personal growth and continuous development.

Culture & Benefits

• Remote-first workplace with a globally distributed team.
• Comprehensive health coverage.
• Unlimited paid time off.
• Fast-paced environment focused on creative problem-solving and continuous improvement.