Customer Service Specialist (Remote, Americas; English & Spanish required)

Headquarters: Hong Kong URL: https://storeganise.com/ The role This is a fantastic opportunity for a skilled and experienced Customer Success professional to work from home in a positive company culture, serving our clients in the Americas. However, this is not a role for everyone. We expect results, high standards, and a commitment to excellence. As the face of our company, you will be responsible for: Leading product demos via webcam for potential customers. Managing onboarding calls with new clients including data conversions. Handling customer support tickets and inquiries with professionalism and empathy. Managing enquiries over the phone or via email.   This role requires: Exceptional verbal and written English and fluent Spanish (both tested during the interview process). If your written English is not near-flawless, please do not apply. Strong ability to learn complex processes and break them down into clear guides. Work with data and spreadsheets. The ability to work during US hours. Key responsibilities Become an expert in our platform and products to answer customer questions accurately and promptly. Maintain a positive, empathetic, and professional attitude toward customers at all times. Attend and lead product demos with potential customers. Manage onboarding and training for new and existing customers. Assist customers in data conversions, preparing data and running imports as part of new onboardings. Troubleshoot and solve customer problems creatively and efficiently, often requiring custom solutions. Test new features, reproduce bugs, and provide detailed feedback to the product team. Write, maintain, and improve help articles, onboarding guides, and training materials to support customer self-service and internal knowledge sharing. Identify and implement improvements to the customer support process. Provide insights to leadership and product teams to constantly improve the software and business operations. What we’re looking for We need a