This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.
Our client is a growing SaaS company operating in a fast-moving, technology-driven environment. Led by its co-founders, the company prioritizes strong client relationships, operational efficiency, and performance visibility across accounts. With a focus on continuous improvement and scalable systems, they rely on structured support processes, modern communication tools, and close collaboration between technical and client-facing teams to deliver consistent value.
Location
Fully Remote (Work from Home) | 8 AM – 5 PM PST
Role Overview
The Client Success Representative will work closely with the co-founders to manage client communication, support inquiries, and account performance tracking. This role supports day-to-day client operations, ensures organized follow-through on requests, and contributes to maintaining strong client satisfaction in a fast-paced SaaS environment.
Key Responsibilities
Manage and respond to inbound client inquiries through Intercom and email.
Identify customer needs, provide solutions, and escalate issues when appropriate.
Maintain clear, professional, and timely communication with clients.
Support the co-founders in organizing client requests, support needs, and follow-ups.
Track open items to ensure nothing falls through the cracks.
Help prioritize client issues and coordinate next steps internally.
Assist with regular account reviews and client check-ins.
Use scoring modules and performance metrics to monitor satisfaction and engagement.
Help identify opportunities for improvement or intervention.
Research and investigate issues using tools such as Twilio, Intercom, CRM systems, and internal dashboards.
Assist with troubleshooting workflows and documenting common client questions.
Support basic operational reporting and platform navigation.
Participate in calls with the development team and project manager.
Translate client feedback into clear internal action items.
Stay informed on product updates and client deliverables.
Qualifications
1–3+ years of experience in an administrative, support, client coordinator, or operations role.
Experience in SaaS, tech-enabled services, or customer support is a plus.
Familiarity with tools such as Twilio, Intercom, CRM platforms (HubSpot/Salesforce), or Jira is a plus.
Exposure to programming concepts or languages (e.g., Java) is a plus but not required.
Strong written and spoken English.
Highly organized, responsive, and dependable.
Comfortable managing multiple client conversations and accounts simultaneously.
Tech-capable with the ability to quickly learn new software tools.
Confident in on-camera meetings and professional communication.
Coachable, motivated, and interested in growing within a founding team environment.
Comfortable collaborating with technical teams and navigating software workflows.
What Success Looks Like
Client inquiries are handled quickly and professionally.
The co-founders receive strong operational support and increased capacity.
Client performance and satisfaction are monitored consistently.
Issues are researched, documented, and resolved efficiently.
Strong, long-term client relationships are maintained through high-quality service.
Opportunity
This role offers the opportunity to work directly with the co-founders of a growing software company and become a key contributor to client support and success operations. The Client Support & Success Administrator will gain hands-on exposure to SaaS workflows, client performance management, and cross-functional collaboration while growing within a dynamic and supportive environment.
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