Partner Support Specialist | On-Site, Barranquilla

Resolv Global; Palmar de Varela; Presencial; COP 31.212.000 - 40.129.000; Jornada completa

Descripción de la vacante

Resolv Global is seeking a Partner Support Specialist to lead client conversations, onboard and train teams, and own issues from start to resolution. You will collaborate with Sales, Operations, Product, and Engineering to resolve problems and improve workflows.

The role emphasizes proactive ownership, superb communication, and the ability to manage multiple client relationships and priorities in a fast-moving SaaS environment.

Formación

• 2+ years of experience in SaaS Customer Success or a similar client-facing role.
• Experience onboarding customers and leading remote or in-person demos/trainings.
• Strong written and verbal communication skills.

Responsabilidades

• Onboard new clients via kickoff calls, live walkthroughs, training, and Q&A.
• Become a trusted post-launch point of contact for clients.
• Monitor adoption and identify early issues.
• Respond quickly to blocked/frustrated clients.
• Lead difficult client conversations with calm and clarity.
• Troubleshoot workflow, platform, and process issues.
• Ask diagnostic questions to identify root causes.
• Translate issues into actionable info for Product/Engineering.
• Track issues through resolution and follow-through.
• Gather feedback and spot recurring problems or opportunities.
• Contribute to documentation and client success playbooks.
• Collaborate with Sales on renewals, expansions, and upsell opportunities.

Conocimientos

Client communication

Ownership

SaaS familiarity

Onboarding & training

Difficult conversations

Prioritization

Herramientas

CRM software

Ticketing systems

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 on-site position in Barranquilla, Colombia.
• Independent Contract
• $7.50 USD per hour
• Paid weekly in arrears
• Paid training

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
• Background Check

Important

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

Requirements:

What We're Looking For

• 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