Support & Training – Customer Success

Hey there Looking for your next step in the world of Customer Support & Success? About the Role: Support & Training – Customer Success Hi there At Loyal Guru, we are looking for a Support & Training Customer Success Specialist to join our team and deliver an exceptional experience to our clients. You will be responsible for supporting 5–10 accounts, ensuring proper guidance, problem resolution, and impactful training sessions.You will work closely with our Support & Customer Success Manager to keep our clients happy, engaged, and fully supported About Us Loyal Guru helps enterprise retailers unlock the full potential of customer loyalty. Our SaaS platform centralizes millions of data points in real time, enabling retailers to execute high-precision loyalty, personalization, and monetization strategies.We are rapidly growing across Europe and LATAM, and we're looking for talented, driven people who want to grow with us Day to day @ Loyal Guru In your day-to-day, you will: Answer, manage, and resolve tickets in JIRA efficiently and with a customer-first mindset. Be the frontline of our Help Center, responding to any customer request or inquiry. Prepare custom reports and analyses to help clients improve their loyalty program performance. Coordinate with clients to understand campaign objectives, prepare configurations, and execute them in the platform. Analyze campaign results and suggest optimizations to improve outcomes. Prepare and deliver training sessions on different modules of our platform. Collect customer feedback and contribute ideas to help shape future product improvements. Information Security & Data Protection (ISO 27001) As part of the role, you will also: * Handle customer data, reports, and ticket information securely and in strict compliance with GDPR and internal security policies. * Ensure no sensitive customer information is shared through unauthorized channels. * Immediately report any suspected security incident, data leakage, or anomaly following internal procedures. * Use only approved communication channels (JIRA, Help Center, internal tools). * Participate in security and data protection training. * Ensure that all documentation and training materials are stored securely, preventing exposure of sensitive data. Your Profile * 1–2 years of experience in Customer Support, Service, or Training roles. * Previous experience in SaaS B2B companies is highly valued. * English proficiency is mandatory. * Strong Excel skills; other analytical tools are a plus. * Proficiency in Spanish. * Bachelor's degree in business, economics, or a related field. * Strong analytical mindset and great attention to detail. * Excellent communication skills and a customer-oriented attitude. Security-related knowledge, as well as other required competencies, will be assessed during the interview process. Perks of being a Loyal Guru What makes working at Loyal Guru special? Flexibility & Work-Life Balance * Flexible working schedule. * Reduced working hours on Fridays and throughout August. * Day off on your birthday * Hybrid model. * 25 vacation days. Professional Growth * Annual budget for training and language classes. * Clear growth path within the team and company. Wellness * Access to Wellhub and BH Bienestar. * 50% discount on private health insurance (Sanitas). * Yoga classes at the office Team Culture * Frequent team buildings and great vibes Ready to join us? If you are passionate about customer support, have strong analytical and communication skills, and want to be part of a growing SaaS company… we'd love to meet you Apply now and become a Loyal Guru