SaaS Customer Experience Consultant

Location: Remote, based in Lagunilla de Heredia, Costa Rica; occasional attendance at work-related events may be required.

Company

Financial services and identity solutions provider delivering fraud, identity, and data-driven products.

What you will do

• Provide first-line operational and technical support for standard SaaS customers.
• Monitor service statistics, prepare detailed reports, and help maintain SLA performance.
• Lead customer initiatives and manage all phases of the customer project lifecycle.
• Respond to support tickets and manage issues through accurate and complete resolution.
• Consult with customers to identify effective solutions and communicate growth opportunities to sales.
• Represent customer needs in sales processes and product roadmap discussions.

Requirements

• Bachelor’s degree in business, finance, computer science, or an equivalent qualification, plus 3+ years of consultancy, project management, implementation management, or fraud management experience.
• Experience identifying customer opportunities and challenges and developing solutions.
• Strong customer-service, relationship-building, analytical, quantitative, and communication skills.
• Advanced proficiency with Microsoft Word, Excel, and PowerPoint.
• Professional English communication skills are required; flexible hours may be needed for customers in different time zones.
• Ability to work with remote teams, travel overnight occasionally, and participate in an on-call rotation.

Nice to have

• Consultancy and customer success experience.
• Fraud management or identity and access management experience.
• Exposure to financial services or insurance.
• Knowledge of fraud and identity products and services.
• Fluency in Spanish or Portuguese, and working knowledge of JSON, Tableau, Looker, or Databricks.

Culture & Benefits

• Remote work with occasional in-person work-related events at management’s discretion.
• Work-life flexibility and resources supporting professional and personal development.
• Collaboration with cross-functional teams across local and remote locations.
• Opportunities to contribute to product innovation and positive community impact.