QA, Customer Success Manager - POS LATAM
Core
Evaluate Customer Success calls to ensure service quality, identify coaching opportunities, and recommend process improvements for the CSM team.
Role type
Quality Assurance Specialist (Customer Success)
Builds
Customer Success service quality and team enablement
Domain
SMB software / Restaurant technology
Deliverable
dashboards & analysis
Required skills
Call scoring, data analysis, process improvement, Salesforce, Salesloft, Sigma, Loom, Metabase
Preferred skills
B2B2C background, food/hospitality/tech industry knowledge
Responsibilities
Listen to and score Customer Success calls (proactive and reactive), share trends and coaching opportunities with leadership, guide enablement and training for the CSM team
Seniority
Mid-level, hands-on IC