Senior Customer Success Agent (LATAM)
Company Description
The RRS Group, and its affiliated entities (collectively, “RRS”) have provided real estate development and related services to investment-grade clients for decades. Our expertise encompasses site acquisition, architectural design, and development management for commercial office and industrial properties. Through an integrated service model, RRS delivers comprehensive enterprise solutions that address every phase of the building lifecycle. In addition to technical excellence, we offer strategic consulting in marketing, financial planning, and facility management ensuring that every project achieves its highest potential in performance, value, and sustainability. Commitment to Community For over two decades, RRS has maintained a strong commitment to the communities we serve. This commitment is further advanced through the RRS Making Lives Better Foundation, which provides meaningful support and resources to individuals and families in need. The Foundation reflects our belief that corporate success carries a responsibility to contribute positively to society and to improve the quality of life in the regions where we operate. Our Core Values Integrity | doing the right thing when no one is watching and acting with uncompromising honesty. We believe in maintaining lasting relationships based on honesty, consistency and the highest ethical standards. This creates credibility in our personal and professional relationships. Caring | showing concern, empathy and compassion for others, ourselves, and our environment. Our care shows itself in our commitment to “safety first” in all we do. We encourage each other to be the best and hold each other accountable. We help those in need, contribute to the communities in which we work and develop creative ways to be responsible with our resources. Integration | working unselfishly toward common goals across disciplines, teams, departments and regions. Our collective contributions are greater than our skills. We will be transparent and understand each other’s expertise to provide the most value when delivering our services to one another and our clients. Innovation | developing new ideas and applying the solutions that differentiate us in valuable ways. We are not comfortable with the status quo. We remain accountable for continuous improvements in our results because we do not consider innovation an end in itself. We maintain an environment where we foster new ideas and encourage changes that help us improve. If you share these core values, we have the right opportunity for you Application Submission deadline: May 19, 2026 Submit your application through our official career site: https://www.myrrsgroup.org/careers/
Job Description
RRS Group is seeking a proactive, customer-focused, and detail-oriented Senior Customer Success Agent to deliver exceptional support experiences for residents across LATAM markets. This role serves as a primary point of contact for resident inquiries, ensuring timely issue resolution through chat, email, and resident portal communications. The ideal candidate possesses strong communication skills, experience with customer support technologies such as SAP and CRM platforms, and the ability to manage multiple service requests efficiently while maintaining high customer satisfaction standards.
Key Responsibilities
Deliver professional and timely support to residents via chat, email, and resident portal channels Act as the primary liaison for resident inquiries, concerns, and service-related requests Receive, document, and coordinate maintenance requests with internal departments Resolve apartment-related concerns, complaints, and general service inquiries Investigate and address billing discrepancies with accuracy and professionalism Maintain accurate records of customer interactions and case updates within CRM systems Utilize SAP and internal platforms to monitor, update, and manage service tickets Conduct follow-ups to ensure complete issue resolution and resident satisfaction Escalate complex or high-priority concerns to the appropriate teams when necessary Consistently meet service-level expectations related to response times, quality, and customer satisfaction metrics
Qualifications
Required Qualifications Proven experience in customer service, customer success, helpdesk, or support operations Experience handling high-volume chat and email support interactions Working knowledge of SAP and CRM platforms Strong verbal and written communication skills Excellent organizational and multitasking abilities Ability to manage competing priorities in a fast-paced environment
Preferred Qualifications
Bilingual proficiency (English and Spanish preferred) Experience supporting LATAM customers or residents Familiarity with ticketing systems and service request workflows Technical Requirements Bring Your Own Equipment (BYOE) Reliable laptop or desktop computer High-speed and stable internet connection Professional-quality headset for daily communication Additional Information What can you expect from us: Opportunities to learn and develop every day through a wide range of programs. Internal digital platforms that promote self-learning. Development programs according to Leadership skills. Specialized training according to the role. Learning experiences with internal and external providers. We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others. Financial wellness programs that will help you reach your goals in all stages of life. A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle. And because your family is also important to us, they can also enjoy benefits such as our WellnessLine, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others. Work Hours: Varies upon the needs of the global department. RRS Company is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. RRS will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law. #TransformingSpacesBuildingFutures #Remote Company: RRS Group & Co. Compensation: USD 21 - USD 25 - hourly Apply To This Job