Partner Support Specialist

• Onboard new clients through kickoff calls, live walkthroughs, training sessions, and Q&A
• Serve as a trusted point of contact for clients after launch
• Monitor client adoption and identify potential issues early
• Respond to blocked, frustrated, or support-needing clients
• Lead difficult client conversations with calm, clarity, and sound judgment
• Troubleshoot workflow, platform, and process issues
• Identify root causes by asking effective questions
• Translate client issues into clear, actionable information for Product, Engineering, and Operations
• Track open issues through resolution and ensure 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
• Collaborate with clients and internal Sales, Operations, Product, and Engineering teams

• 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
• 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
• Resume must be submitted in English
• Must complete all required hiring stages
• May need to pass a background check
• Must be comfortable maintaining reliable attendance during scheduled working hours

• Paid weekly in arrears
• Paid training
• Fully remote position in Colombia
• Full-time opportunity
• Long-term career opportunity
• Potentially paid background check process not stated; excluded