Tracking Platform Specialist – Entry Level (Back Office)

About the role

The Tracking Platform Specialist will act as the primary point of contact for customers using our platform, ensuring they receive expert guidance, support, and strategic insights to maximize value.

Key responsibilities

• Serve as the main point of contact for customers, providing expert guidance and support.
• Maintain high‑level communication with peers to ensure consistent handling of escalations.
• Develop and nurture strong relationships with customers, understanding their business objectives.
• Proactively monitor customer health, identify engagement opportunities, and upsell additional features.
• Collect and analyze feedback to inform product development and improvement initiatives.
• Assist with complex request queues and support other queues when priority work is complete.
• Collaborate with Sales, Product, and Support teams to address customer needs.
• Conduct regular check‑ins and business reviews to ensure customers achieve their goals.

Required profile

• Minimum 1 year of experience in a customer‑facing role within the SaaS industry.
• Proven track record of meeting and exceeding customer satisfaction targets.
• Strong communication skills in English (B2 level); Spanish is a plus.
• Ability to manage multiple accounts and projects simultaneously with attention to detail.
• High level of patience, empathy, and professionalism in difficult conversations.
• Willingness to work full‑time hours, including evenings, weekends, and holidays.