Client Success Agent
Client Success Agent
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
As a Client Success Agent you will be the first point of contact for inbound support and client onboarding assistance. Based in a Pacific-aligned timezone youll provide coverage for North American and global clients helping troubleshoot platform issues assist with marketplace integrations and deliver an exceptional client onboarding experience.
Youll work closely with the Senior Client Success Agent Team Leader and other members of the CS team to provide fast empathetic and solution-oriented responses to client needs. This is a high-impact client-facing role perfect for someone detail-oriented and passionate about solving problems.
Key Responsibilities
Support & Troubleshooting
- Monitor and respond to inbound support tickets through Intercom and email
- Assist clients with marketplace integration issues (e.g. Amazon token permissions)
- Troubleshoot data sync platform display or configuration concerns
- Escalate technical or product-related issues when necessary with full documentation
Client Onboarding Assistance
- Support setup for new clients including dashboard configuration and connection verification
- Ensure new clients are equipped with platform guidance tutorials and expectations
- Coordinate onboarding tasks with the Relationship Management team
Process & Documentation
- Follow support SOPs internal SLAs and ticket handling guidelines
- Maintain clear internal notes communication logs and issue statuses
- Contribute to the improvement of help center content and internal troubleshooting guides
Cross-Team Collaboration
- Communicate effectively with other CS team members for knowledge sharing and escalations
- Participate in team standups retros and training sessions across time zones
Key Success Metrics
- Ticket resolution time and client satisfaction (CSAT)
- Onboarding task completion time and client experience feedback
- Adherence to internal SLAs and support quality benchmarks
- Contribution to documentation and process improvement
Ideal Experience & Skills
Must-Have
- 1-3 years in customer support or onboarding role in a SaaS or digital tech environment
- Excellent written and spoken English communication
- Ability to troubleshoot and explain technical issues clearly
- High attention to detail and organisation
- Comfortable working autonomously in a remote role aligned to PST hours
Nice-to-Have
- Experience with eCommerce platforms or marketplaces (e.g. Amazon Walmart) (Highly desired)
- Familiarity with Intercom HubSpot or other CRM/helpdesk platforms
- Exposure to onboarding journeys or structured customer training
Working Hours
PST-aligned hours (e.g. 9am5pm PST). Some flexibility to align with internal team meetings across time zones will be required.
Why Join
Youll play a key part in the global client experience at a fast-scaling SaaS company. With clear systems strong leadership and the freedom to focus on helping clients succeed this role is ideal for someone looking to deepen their impact in a service-led remote-first team.
Employment Type
Full Time
