About the roleSoundMachine (www.sound-machine.com) is a global music and technology company delivering licensed background music solutions to businesses worldwide. With offices in Los Angeles and Madrid, and customers in more than 100 countries, SoundMachine supports thousands of locations across retail, hospitality, fitness, and commercial environments.We are looking for a motivated and customer-focused Customer Success Agent to join our Customer Success team supporting customers and internal teams across Europe and the Americas. Based remotely in Panama and reporting to the Customer Success Manager, you will be the first point of contact for our customers, helping them get the most out of the SoundMachine platform.Key ResponsibilitiesCustomer SupportServe as the primary point of contact for inbound customer inquiries via email, chat, and phone; handle requests and incidents in a professional, timely, and solutions-oriented manner.Manage and resolve support tickets efficiently, ensuring accurate tracking and timely follow-up through the CRM and ticketing system.Guide customers through onboarding, platform setup, and day-to-day use of SoundMachine’s software and hardware products.Identify and understand customer needs, provide accurate information, and ensure a positive experience at every interaction.Troubleshooting and Technical AssistanceDiagnose and resolve basic software and hardware issues affecting the customer experience, including platform access, device connectivity, and account configuration.Escalate complex technical issues to the Technical Support or Engineering teams with clear and thorough documentation of the problem.Collaborate with the Technical Support team to stay up to date on product updates, known issues, and resolution procedures.Customer Success and RetentionSupport customer onboarding by helping new accounts get set up quickly and successfully.Monitor customer health signals and flag at-risk accounts to the Customer Success Manager.Assist with subscription renewals, identify upsell opportunities, and relay customer feedback to the relevant internal teams.Contribute to the creation and maintenance of customer-facing help documentation, FAQs, and knowledge base articles.Experience2 to 5 years of experience in a customer support or customer success role, ideally within a B2B SaaS or technology-driven company.Proven ability to handle a high volume of support interactions while maintaining quality and professionalism.University Degree or equivalent level of education.LanguagesPerfect or native-level English and Spanish, written and spoken. Both are required.Technical and Operational SkillsComfortable working with CRM and ticketing systems (e.g. Freshdesk, Zendesk).Good understanding of SaaS platforms and the ability to learn new tools quickly.Basic troubleshooting ability for software and connected hardware devices; willingness to develop technical knowledge over time.Good knowledge of MS Office or equivalent productivity tools.Personal AttributesCustomer-first mindset with strong empathy and patience.Highly organized, detail-oriented, and able to manage multiple open issues simultaneously.Self-motivated and reliable, comfortable working independently in a fully remote environment.Strong sense of ownership and accountability; committed to following through on every customer interaction.Team player with a proactive, solutions-oriented attitude.Hours, Location and Reporting LineWorking hours: 8 hours/day, Monday to Friday, 4:00 am to 1:00 pm Eastern Standard Time (1 hour lunch break). This schedule is designed to ensure coverage of the European business day.Position is fully remote.Reporting line is to the Customer Success Manager.CompensationThis position is engaged on a freelance / independent contractor basis. Compensation is an hourly rate, based on experience. The candidate is responsible for their own tax and social security obligations in their country of residence.Why Join UsJoin a fast-growing, international music-tech company with a clear mission.Work with a driven, collaborative team across Europe and Latin America.Plenty of opportunities for personal and professional growth in a dynamic environment.Fully remote position with flexibility and trust.
