Implementation Specialist (AI-driven B2B SaaS, US market focus)

Location: LATAM/Europe remote.

Form of employment: B2B (self-employed) or contract of employment

Tidio is the customer service platform that aligns AI and people, so businesses can scale without losing trust or the human touch. Our goal is to help entrepreneurs grow by making customer service more efficient while keeping it helpful.

Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too!

A few facts about us:

• Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1

• We are among the Top 50 AI and Customer Service Products in G2’s Best Software Awards 2024.

• We currently rate at 4.7/5 in both Shopify and G2.

• Our ML team was among the first in the world to launch an AI agent (Lyro) for customer service!

• Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.

• Currently, we hire over 150 fantastic people.

Would you like to see what working with us looks like? Check out our #GrowWithTidio video👇

We are looking for the next hands-on Implementation Specialist to join our small, agile team of 2, helping clients unlock the full potential of Tidio. You will design and implement tailored solutions, integrate Tidio with other tools, and guide clients through adoption and post-implementation care. Working cross-functionally with Product, Engineering, and Sales teams, you will ensure smooth adoption, solve real challenges, and make a tangible impact on client success.

This role is perfect for someone who thrives in a fast-paced environment, enjoys solving technical challenges, and takes ownership of projects that directly impact client success and Tidio’s growth.

As the Implementation Specialist, you will:

• Set up and configure client accounts, ensuring a smooth start to their Tidio experience.

• Implement and customize solutions based on each client’s specific business needs.

• Discuss and design custom solutions with clients and prospective clients during video calls, providing expert guidance and technical insights.

• Provide ongoing support for implemented solutions, helping clients optimize and adapt them as their needs evolve.

• Integrate Tidio with external systems (e.g., CRMs, e-commerce platforms) using APIs and JSON data structures.

• Troubleshoot and resolve technical issues, collaborating with Product and Engineering teams when needed.

• Manage implementation projects from start to finish—planning, coordinating, and ensuring timely delivery.

• Work cross-functionally with Customer Success, Sales, Product, and Engineering to align solutions with client goals.

• Identify and drive process improvements, helping to streamline and scale the implementation workflow.

Requirements

You are the perfect fit if you have:

• Can work from 8:00 AM – 4:00 PM EST, with availability for video calls with US-based clients between 4:00 PM – 7:00 PM EST

• Have a background in Implementation, Technical Onboarding, or Services, ideally in a SaaS environment.

• Are fluent in English (C1 level) and can clearly explain technical details to non-technical users.

• Have experience working directly with clients via written communication and video calls.

• Understand APIs and JSON structures and can analyze or test requests.

• Have solid knowledge of CX platforms such as Tidio, Zendesk, HubSpot, or Salesforce.

• Can evaluate technical requirements and design solutions that meet real client needs.

• Have experience working closely with Product and Engineering teams to resolve integration or feature gaps.

• Proactively solve problems, bring creative ideas, and consistently deliver results.

• Have basic coding experience, e.g., JavaScript or Python (nice to have).

We would like to offer you:

• A chance to work with one of the top AI products in the customer experience industry.

• Hands-on growth and technical mastery – deepen your technical and soft skills by implementing so