Customer Success & Support Specialist

About Didit:

We are one of the fastest-growing identity companies in the world, redefining industry standards with an open, flexible, and radically more affordable platform. Our product, superior to existing alternatives, combines advanced biometric technology with unique features like free unlimited KYC and Reusable KYC. We enable businesses to activate — with a single click or via a pre-paid credits model — an entire catalog of premium services (AML, advanced liveness, age estimation, proof of address, phone verification, NFC, white‑label UI, etc.). Didit is backed by Y Combinator.

Your Mission:

As a Customer Success & Support Specialist at Didit, your mission is to ensure our clients achieve maximum value from our identity platform. You will be the primary point of contact for support, guiding users through their verification processes, resolving complex queries, and fostering long-term satisfaction. You are the bridge between our cutting-edge technology and the businesses that rely on it every day.

Key responsabilities:

• End-to-End Support: Provide proactive support to clients during their verification processes configuration, ensuring a seamless experience.
• Issue Resolution: Act as a product expert to resolve operational doubts regarding the platform with speed and precision.
• Client Advocacy: Listen deeply to client needs and feedback, translating them into actionable insights for our product and engineering teams.
• Onboarding Assistance: Help new customers navigate their first steps on the platform to ensure a high-impact start.
• Relationship Management: Build trust-based relationships to encourage long-term retention and platform adoption.
• Cross-Functional Feedback Loop: Act as the voice of the customer by systematically transmitting technical issues and feature requests to the Technology Team to drive product excellence.
• Sales Intelligence: Identify expansion opportunities or potential churn risks and communicate them effectively to the Sales Team to support revenue growth and retention

Requirements:

• Experience: Previous experience in Customer Success, Account Management, or Support roles, preferably in B2B SaaS, Fintech, or Compliance.
• Language Skills: Excellent communication and negotiation skills in English and Spanish. (Others is a plus).
• Soft Skills: Exceptional active listening skills and a "client-first" mentality.
• Mindset: Strong ownership and the ability to thrive in a high-pressure, fast-paced startup environment.
• Profile: Ambitious, proactive, and results-driven with a desire to grow within the company.

Nice to have:

• Industry Knowledge: Solid understanding of KYC, AML, or identity verification standards.

What We Offer:

• Competitive salary
• Full-time, hybrid position 
• A high-impact role with ownership and visibility
• The opportunity to grow with us and help to make the best identity company in the world