Sales & Customer Success SMB (51-200 employees)

Customer Support Representative at SMB

OCEAN+ profile for Customer Support: high-quality service, efficient ticket resolution, and genuine empathy in every interaction.

In LATAM SMBs, the Sales Manager reports directly to the owner or CEO

Regional economic cycles directly affect deal closings

Network within the vertical industry has tangible value

Ideal OCEAN+ Profile

Ideal range

57 77

At SMBs (51-200 employees), openness to trying new channels and sales strategies

65 82

At SMBs (51-200 employees), discipline in pipeline management and follow-up

60 80

At SMBs (51-200 employees), the energy to build relationships and close deals

69 87

At SMBs (51-200 employees), the balance between assertive persuasion and active listening

76 93

At SMBs (51-200 employees), resilience in the face of constant rejection and long sales cycles

68 83

At SMBs (51-200 employees), building long-term relationships with clients

Genuine empathy with frustrated or confused customers
Efficient resolution while respecting processes and SLAs
Managing long-term relationships where personal trust matters more than the formal contract
Generating expansion revenue from existing accounts without a dedicated customer success team

Following the script without truly listening to the customer
Escalating tickets to avoid accountability
Doesn't document pipeline or activities in a CRM; everything lives in their head
Avoids conflict with problematic clients instead of renegotiating terms