Position Summary As a Customer Implementation Specialist, you’ll be the operational backbone of our client onboarding experience. You will own the day-to-day management of the Implementation Inbox—setting up new users, processing license changes, and ensuring customer data remains spotless—while providing critical backup coverage for our Customer Support and Audience Quality team. Your meticulous attention to detail will enable senior team members to focus on strategic training and expansion initiatives, ultimately enhancing client satisfaction and retention. Key Responsibilities Manage new users and workspace setups. Process account conversions and license/purchase transactions. Create and update dashboards. Triage inbound inquiries to the appropriate teams. Conduct monthly audits to disable access for churned accounts. Collaborate with Customer Success to purge or reassign churned contacts. Maintain audit logs for compliance. Process off-platform DIY typing tool credit adjustments. Reconcile deductions with Customer teams. Track SLA and volume metrics for inbox tickets. Process Improvement & Documentation: Recommend workflow and template optimizations. Contribute to playbooks and SOP documentation. Support & Quality Assurance: Provide overflow QA checks for the Customer Support team during peak periods or when PTO coverage is in effect. Required Qualifications Advanced near-English proficiency. 2+ years in a client-facing operations, onboarding, or implementation support role (SaaS preferred) Proven experience with ticketing or CRM systems (e.g., Zendesk, Salesforce, HubSpot) Advanced Excel/Google Sheets skills (v-lookups, pivot tables) A demonstrated record of data hygiene and audit work is a must (data entry, data cleaning, and data auditing) Strong written communication and task-prioritization skills Important: ability to work U.S. Central Time core hours (at least 4-hour overlap) Preferred: Familiarity with license provisioning or subscription workflows Exposure to basic SQL or BI dashboards Understanding of market research or DIY typing tool platforms On-site role based in Bogota. Powered by JazzHR