Partner Support Specialist

Resolv Global; Cartagena de Indias; A distancia; COP 30.710.000 - 39.484.000; Jornada completa

Descripción de la vacante

Resolv Global seeks a Partner Support Specialist who can own client conversations from kickoff to resolution. You will onboard and train teams, troubleshoot problems, and collaborate with Sales, Operations, Product, and Engineering to move issues forward.

You are calm under pressure, technically curious about software workflows, and able to translate client feedback into actionable information for internal teams. This is a fully remote role with Colombia-based applicants only.

Formación

• 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.
• The 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.
• A proactive approach and strong sense of ownership.
• The ability to stay calm and make good decisions under pressure.
• A genuine interest in learning and working in a fast-moving environment.

Responsabilidades

• 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 a client is blocked or needs immediate support.
• Lead difficult conversations with calm, clarity, and sound judgment.
• Troubleshoot workflow, platform, and process issues.
• Ask the right questions to identify root causes.
• Translate client issues into actionable information for Product, Engineering, and Operations.
• Track open issues through resolution and ensure follow-through.
• Gather client feedback and identify recurring problems or opportunities for improvement.
• Help 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.

Conocimientos

SaaS Customer Success

Onboarding

Remote demos

Technical troubleshooting

Client communication

Account management

Ownership & proactivity

Multi-client management

Herramientas

CRM

Ticketing systems

Support platforms

Implementation workflows

Descripción del empleo

We're looking for a Partner Support Specialist who can do much more than answer questions and manage support requests.

This is a high-ownership, client-facing role for someone who can lead client conversations, onboard and train teams, troubleshoot problems, manage difficult situations, and take ownership from the first conversation through resolution. You'll work closely with clients as well as internal Sales, Operations, Product, and Engineering teams. When something goes wrong, you're expected to step in, understand the situation, communicate clearly, and help drive it toward a solution. The right person is confident enough to lead a client call, technically curious enough to understand how software workflows work, and composed enough to handle a frustrated client without losing control of the conversation.

What You'll Do

• 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 a client is blocked, frustrated, or needs immediate support
• Lead difficult conversations with calm, clarity, and sound judgment
• Troubleshoot workflow, platform, and process issues
• Ask the right questions to identify the root cause of a problem
• Translate client issues into clear and 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 opportunities for improvement
• Help 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

Working Hours & Compensation

• Candidates must be available to work PST time and business hours as required
• This is a fully remote position in Colombia
• Independent Contract
• $7.50 USD per hour
• Paid weekly in arrears
• Paid training

Essential Remote Technology Requirements

Because this is a fully remote position, candidates must meet all of the following requirements:

• 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

Applications that do not meet the minimum technical requirements may not move forward in the process.

Hiring Process

To ensure fairness and consistency, all applicants must complete every stage of the hiring process.

Our process includes:

• Resume Review
• Pre-Screen Questionnaire
• One-Way Video Interview
• Pre-Screen interview
• Live Interviews

Important

• All resumes must be submitted in English to be considered for this position.
• Candidates must complete the required hiring stages and may need to pass a background check to be considered for final selection.
• This is a full-time opportunity. We are looking for candidates genuinely interested in building a long-term career in a client-facing Partner Support/Customer Success environment.
• Candidates must be comfortable maintaining reliable attendance during scheduled working hours.

Requirements:

What We’re Looking For

The ideal candidate will have:

• 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
• The 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
• A proactive approach and strong sense of ownership
• The ability to stay calm and make good decisions under pressure
• A genuine interest in learning and working in a fast-moving environment

Nice to Have

• Healthcare, telehealth, or regulated-industry experience
• Experience working closely with Product or Engineering
• Familiarity with CRMs, ticketing systems, support platforms, or implementation workflows
• Experience with renewals, expansions, upselling, or account growth