Partner Support Specialist

• Onboard new clients through kickoff calls, live walkthroughs, training sessions, and Q&A
• Become a trusted point of contact for clients after launch
• Monitor client adoption and identify potential issues early
• Respond quickly when clients are blocked, frustrated, or need immediate support
• Lead difficult conversations with calm, clarity, and sound judgment
• Troubleshoot workflow, platform, and process issues
• Identify root causes by asking the right questions
• Translate client issues into clear, actionable information for Product, Engineering, and Operations
• Track open issues through resolution and ensure proper follow-through
• Gather client feedback and identify recurring problems or improvement opportunities
• Improve documentation, processes, and client success playbooks
• Work with Sales on renewal, expansion, and upsell opportunities
• Manage multiple clients, projects, priorities, and open issues simultaneously
• Complete all required hiring process stages

• Candidates must be available to work PST time and business hours as required
• Windows 11 PC (Mac not supported)
• 16 GB RAM
• Dual monitors
• Webcam
• Wired USB Headset
• i5 processor or higher
• Fibre internet with a wired Ethernet connection
• Reliable backup power solution
• Microsoft Teams / Office 365
• All resumes must be submitted in English
• Candidates must complete every stage of the hiring process
• May need to pass a background check
• Reliable attendance during scheduled working hours
• 2+ years of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a similar client-facing role
• Experience onboarding customers and leading remote or in-person demos, walkthroughs, or training
• Strong experience working with software platforms and learning technical workflows
• Ability to troubleshoot issues and separate symptoms from root causes
• Excellent written and verbal communication
• Confidence leading client conversations, including difficult ones
• Strong organization and follow-through
• Experience managing multiple accounts, projects, or client issues simultaneously
• Proactive approach and strong sense of ownership
• Ability to stay calm and make good decisions under pressure
• Genuine interest in learning and working in a fast-moving environment
• Healthcare, telehealth, or regulated-industry experience is nice to have
• Experience working closely with Product or Engineering is nice to have
• Familiarity with CRMs, ticketing systems, support platforms, or implementation workflows is nice to have
• Experience with renewals, expansions, upselling, or account growth is nice to have

• Paid weekly in arrears
• Paid training
• Fully remote position in Colombia
• Full-time opportunity
• Potential long-term career opportunity