We are looking for a

Customer Success Associate

(Based in Latin America)

Overview

There are 2.7B deskless workers globally, and one-third work in agriculture. Software tools built for white-collar workers just don’t work for agricultural workers who are often lower literacy, migrant, unbanked, and not accustomed to using email and apps. That’s where we come in. 

Ganaz is the workforce management platform for the $1+ trillion North American agriculture and food manufacturing industry. We help create safer, fairer, and more profitable workplaces while providing the financial services needed to help workers forge a path out of poverty.  Our software currently helps employers onboard, train, communicate with and retain their multilingual, deskless workforce. We will soon be launching paycards with integrated remittances, saving money for workers and employers in this large and underserved market. We’re working with some of the largest and best brands in the industry, and our product offering and customer base is growing fast.

The Role

The Ganaz Customer Success Team is dedicated to delivering an exceptional customer experience, with the goal of strengthening retention, increasing customer lifetime value, and fostering sustainable growth. As a Customer Success Associate (CSA), you will be a key player in technical support, ensuring that our tools function according to customer needs and supporting new initiatives. You will work closely with Customer Success Managers (CSMs) and other teams, promoting continuous improvement and efficiency.

What you’ll do

Within 1 month, you will…

  • Understand how Ganaz’s mission impacts the community and industry we serve, and the values that allow us to deliver an exceptional experience.

  • Develop a comprehensive understanding of Ganaz solutions and the value they bring to our customers.

  • Fully familiarize yourself with the technical implementation process for new customers.

  • Participate as an observer in technical implementations and packet updates.

  • Learn and document the technical support and training plan.

Within 3 months, you will…

  • Create onboarding packages for new customers (technical implementation).

  • Resolve level 1 and 2 tickets/requests.

  • Be an active participant in the technical support team and collaborate effectively with other departments.

  • Play a proactive role in documentation, updating, and creating support and training content.

Within 6 months, you will...

  • Actively participate in team meetings, sharing ideas for continuous improvement.

  • Take responsibility for level 1, 2, and 3 tickets.

  • Become a trusted technical advisor to ensure the proper functioning of our products.

  • Lead, execute, and report on key company initiatives.

  • Perform maintenance, testing, and updates of our tools.

What you’ll bring

To the job:

  • Strong ability to quickly understand and master new systems and software.

  • Detail-oriented personality.

  • Enthusiasm and a focus on exceptional customer service.

  • Ability to establish and maintain empathetic relationships.

  • Excellent organizational and prioritization skills.

  • Excellent oral and written communication skills.

To our mission and our company:

  • Excitement at the prospect of serving an often overlooked workforce, creating products that have a positive impact on people’s lives.

  • A strong sense of ownership that extends beyond individual tasks and drives you to learn, experiment, and seek solutions to problems. You are more comfortable with “what needs to be true” than “that can’t be done.”

  • A belief that all people deserve to be treated with empathy and respect

  • A track record of excellence, of encouraging yourself and others to always do better.

Requirements

  • Education Level: At least a completed technical degree/university degree (preferably in administrative areas, customer service, or technology-related fields).

  • English Level: A-2 to B-1.

  • Experience: At least 3 years of professional experience in technology-related areas.

  • Preference for experience in software implementation or in SaaS.

  • At least 1 year of professional experience working with G-suite.

  • Desired experience with applications like Anvil, DocuSign, PDF Expert.

  • Desired but not Required: Knowledge of programming languages such as Python, JavaScript.

  • Ability to work on multiple tasks simultaneously.

  • Preference for technical skills in software configuration and customization.

What else you’ll need to know:

Ganaz is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities.

At Ganaz, diversity is more than a nice-to-have; it’s a critical ingredient for our success. We welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!

To Apply:

Please send a cover letter and resume to osmar.e@ganaz.com

Ganaz is a public benefit corporation, building technology to foster well-being and prosperity for industry, workers, and their communities.