Go-To-Market Engineer — Customer Success & Support (PLG, Automation & AI Ops)

Go\-To\-Market Engineer — Customer Success \& Support (PLG, Automation \& AI Ops) YaVendió  🌎 Location Hybrid — São Paulo, Brazil / Peru (Must be a biligual Portuguese speaker and fluent English or Spanish) 🧩 About YaVendió YaVendió helps e\-commerce businesses in Latin America sell more through AI\-powered Virtual Sales Agents on WhatsApp. More than 500 stores across Brazil, Mexico, and Peru rely on YaVendió to operate sales, support, and growth 24/7\. We operate with a Product\-Led Growth core, supported by Sales and AI\-driven automation. Now, we’re looking for someone to own the post\-signup experience, ensuring customers activate faster, get value sooner, and scale without friction. 🎯 Role Objective Own and optimize YaVendió’s Customer Success \& Support engine, combining automation, AI agents, and human intervention to: Drive faster activation and time\-to\-value Resolve support requests efficiently at scale Identify expansion, upsell, and escalation opportunities Continuously improve the system (playbooks, flows, agents) Your mission is to ensure customers succeed with the product, while allowing Sales and Product teams to focus on high\-leverage work. ⚙️ Main Responsibilities 🔧 1\. Customer Success \& Support Automation Design and maintain automated onboarding, support, and success flows (HubSpot, WhatsApp, n8n, Zapier). Implement AI agents for first\-line support, activation guidance, and follow\-ups. Reduce human dependency while improving resolution time and customer satisfaction. 📈 2\. Activation, Retention \& Expansion Monitor activation, usage, churn signals, and expansion opportunities. Identify when a customer needs help, education, or escalation to Sales/CS specialists. Book qualified expansion or rescue calls when there is clear value to unlock. 🧪 3\. System Improvement \& Agent Ops Review conversations and support tickets to detect friction and recurring issues. Improve playbooks, FAQs, prompts, and routing rules. Partner with Product to turn support pain into product improvements. 📊 4\. Data \& Continuous Optimization Own dashboards for activation, resolution rate, CSAT, churn risk, and upsell signals. Run experiments on onboarding flows, messages, timing, and AI behavior. Share weekly insights and actionable improvements with Growth and Product teams. 🧠 Ideal Profile Experience 5\+ years in Customer Success, Support Ops, RevOps, Growth Ops, or Automation roles. Experience in SaaS, PLG products, or high\-volume SMB environments. Background in chat\-based support (WhatsApp, Intercom, Zendesk, etc.) is a strong plus. Technical Skills HubSpot (CRM, workflows, dashboards). Automation tools (Zapier, Make, n8n). Comfortable with APIs, webhooks, and no\-code tools. Bonus: GA4, PostHog, Twilio, WhatsApp Cloud API, AI tools. Soft Skills Strong written and verbal communication (support\-first mindset). Empathy with customers \+ ability to set clear boundaries. Systems thinker: prefers fixing root causes over manual work. High ownership and comfort operating autonomously. 💼 What We Offer Be part of a high\-growth AI company shaping the future of commerce in LatAm. Work at Cubo Itaú (São Paulo) alongside top startups. Deep exposure to SaaS, AI agents, and PLG systems. Competitive compensation \+ real growth path. Education and training budget.