Posted today
At Near, we help top talent in Latin America find remote roles with U.S. companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
Our client is a growing technology company and a worldwide leader in real-time location technology. Their solutions help hotels improve safety, security, and operational intelligence. The company works with leading hotel brands and is expanding into vacation rentals, healthcare, education, and insurance.
They are looking for a full-time Customer Engagement Associate to support customers and work closely with Sales, Customer Engagement, and Engineering teams.
The Customer Engagement Associate is a key member of the Client Engagement Team, supporting customers with day-to-day support and implementation work. The role involves managing customer-facing projects and helping customers get the most out of the platform, from onboarding through everyday troubleshooting.
• Manage customer support requests via HubSpot Service Professional, meeting SLAs and resolving or escalating issues appropriately
• Manage hardware shipping orders and prepare hardware orders for existing customers, including identifying upselling opportunities
• Maintain and strengthen relationships with existing clients through regular check-ins and proactive engagement
• Support the Customer Engagement Manager with customer communications and internal process improvement
• Create and maintain internal and customer-facing documentation
• Review hotel floor plans to provide quoting recommendations
• Create and set up new customer accounts
• Conduct follow-up activities related to Customer Satisfaction (CSAT) surveys
• Provide periodic on-call support, which may include evening and weekend hours
• Respond to incoming support line calls, resolving or escalating as needed
• Participate in special projects aimed at improving internal processes and the customer experience
• Monitor and maintain gateway uptime, proactively resolving connectivity issues to minimize outages
• Skilled at phone and written communication that builds rapport and strengthens partnerships
• Project management mindset; comfortable owning the customer support desk and other initiatives end to end
• Demonstrated ability to innovate and think proactively to create and improve processes
• Able to succeed both independently and as part of a team
• Excellent analytical, organizational, and time management skills
• Exceptional attention to detail
• Comfortable in a fast-paced, high-accountability environment where priorities can shift
• Proficiency in Microsoft Office Suite, including Word, PowerPoint, Excel, and Outlook
• Strong customer-focused mindset with a commitment to delivering exceptional service
• Basic troubleshooting skills with the ability to resolve problems efficiently
• Ability to anticipate customer needs and respond proactively
• Experience with Jira and working in agile workflows
• Experience with HubSpot or other CRM platforms
• Hospitality industry experience
• Experience working in a startup or fast-growing company
• Basic understanding of BLE and Wi-Fi technology
• $2,200 USD per month
• Fully remote opportunity with a U.S.-based company
• Central Time working hours, typically 8:30 AM – 5:30 PM CT, with periodic on-call support that may include evening and weekend hours
• Contractor-based role with unpaid time off and local holidays, following the company holiday calendar shared annually