Client Success Representative — SaaS

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

Client Support & Communication

• 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.

Assisting the Co-Founders

• 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.

Client Performance & Account Health

• 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.

Tech Tools & Research Support

• 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.

Collaboration & Project Coordination

• 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

Experience

• 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.

Skills

• 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.

Application Process:

To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets