Posted today
Customer Success Team Member
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About our client:
They empower pet parents in their holistic journeys to transform their pet's wellness. Buying their best-in-class natural products and herbal remedies, customers tell us they save time and money compared to the cost and inconvenience of visiting their vets. Market leaders such as Amazon, Amazon UK, and Chewy sell our products. Ranking #3,501, we are honored to make Inc. magazine’s 5000 list of the fastest-growing private companies in America for three years in a row. With an above average Net Promoter Score of 81 over the industry benchmark of 52, customers rate us 4.6 out of 5 stars across 10,907 reviews. Each day, we focus on delighting our customers while being the best job ever for our employee
Customer Success Team Member
Remote (South, Central, or North America-based)
Compensation: $1,300–$2,500 USD/month
Full-time, Contractor
Tech Stack: Shopify, Gorgias, Klaviyo, and a heavy tech stack (50+ tools)
At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About the Company:
Our client is a fast-growing pet health and nutrition brand in the U.S., helping pet parents support their pets’ wellness through natural products and holistic care. They are building a high-performing, customer-focused team and care deeply about creating great customer experiences while growing a strong internal culture.
About the Role:
We’re looking for a Customer Success Team Member who combines strong sales instincts with empathy, organization, and excellent communication. This role sits between sales and customer service, with a strong focus on post-sale outbound outreach. You’ll support warm customers, drive upsell and cross-sell opportunities, maintain relationships with high-value customers, and help deliver an excellent customer experience. This role requires someone who is hyper-organized, tech-savvy, proactive, warm, and comfortable balancing empathy with closing ability.
You Will:
Make outbound calls to recent customers and follow up by email to support post-sale outreach.
Upsell and cross-sell subscriptions and other relevant products to existing customers.
Build relationships with high-LTV customers and stay in touch with them over time.
Handle customer service conversations as needed, with a soft-sales and support-oriented approach.
Work mainly with warm/post-sale customers rather than cold leads.
Use multiple software tools effectively in a fast-moving environment.
Maintain strong attention to detail and stay organized across repetitive and operational work.
About You:
Your Background:
Background in sales is preferred over purely customer service experience.
Some customer support/customer success exposure is a plus.
Strong spoken and written English, with the ability to understand diverse American accents.
Comfortable working in a fast-paced company with a large software/tool environment.
Strong outbound or post-sale experience is valuable.
B2C or ecommerce experience is not required; strong sales fundamentals matter more.
Hyper-organized and detail-oriented.
Empathetic and warm in customer conversations.
Pet-passionate and comfortable speaking with customers about their pets.
Confident enough to guide the conversation toward a sale when appropriate.
Proactive, coachable, and able to improve over time.
Strong communicator who can make customers feel at ease.
Nice to Have:
Experience in post-sale outbound sales.
Experience with customer journeys, retention, subscriptions, or account growth.
Currently employed and showing solid tenure in past roles.
Comfortable working with structured processes, tools, and repeatable workflows.
Candidates from strong outsourcing markets with high English fluency may be especially relevant.
Compensation & Benefits:
Compensation: $1,300–$2,500 USD/month
Commission: May be added for the right candidate or if requested during the process.
Remote role across the Americas.
Opportunity to join a fast-growing pet-focused company.
Collaborative team and growth opportunity within an expanding function.
Responsibilities:
This team member brings knowledge, empathy, skills, experience, and passion to help pet parents.
Key responsibilities:
CUSTOMER SERVICE
Answer customer service inquiries.
Audit, review, and refine standard operating procedures (SoPs).
Other duties as assigned.
SALES
Make daily outbound phone calls to customers to confirm first-time orders and other upsell / cross-sell opportunities.
Sales support to the co-founder as he leads sales to veterinarians.
Willingness to tackle additional duties as company scales.
Key performance outcomes:
The Customer Service Team Members directly drives and achieves the company's key performance indicators (KPIs).
Net promoter score (NPS) of 70 or higher.
Customer service satisfaction of 4 out of 5 stars or higher.
Retain customers as measured by the subscriber churn rate KPI and customer retention KPI.
Cross-sell / upsell customers to achieve the average over value (AoV) KPI.
Increase order frequency to 1.35x or more.
Experience:
Worked in a sales, customer service, and/or project management role for 2-4+ years.
Strong writing skills.
Fluent, conversational English required.
Hands-on familiarity with and working knowledge of software tools, including the company's software / technology stack (Shopify, Gorgias, Klaviyo, and more)
A dog mom and/or cat mom (or dad), you love pets and, in an ideal world, have a dog, cat, and/or pet at home. You’re stoked to find this dream job that combines your passion and your profession.
What's in it for you:
Competitive pay in USD
Quarterly bonuses
10 days PTO - eligible after 60 days of employment
US Holidays + 3 local holidays as paid time off (PTO) per year
Schedule:
9am - 6pm EST - flexible to other time zones
We consider candidates from all around LATAM! This is a full-time, remote position to work with the USA. Sounds like you? Let's see your application!