Partner Support Specialist | On-Site, Barranquilla

Resolv Global; Puerto Colombia; On-site; COP 27,588,000 - 39,292,000; Full time

Job summary

Resolv Global seeks a Partner Support Specialist to own client conversations, onboard and train teams, troubleshoot issues, and drive problems to resolution. This fully on-site role in Barranquilla, Colombia requires leadership across Sales, Operations, Product, and Engineering to ensure customer success.

The role builds deep client relationships, manages multiple accounts, and guides customers from kickoff through resolution, with a strong emphasis on ownership and calm problem-solving in a

Qualifications

• 2+ years in SaaS Customer Success, Implementation, or Account Management.
• Experience onboarding customers and leading remote/in-person demos or trainings.
• Strong ability to troubleshoot software workflows and communicate clearly.
• Comfort leading client conversations and managing multiple accounts.

Responsibilities

• 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 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.
• Translate client issues into actionable information for Product/Eng/Operations.
• Track open issues through resolution and follow-through.
• Gather client feedback and identify recurring problems or opportunities.
• Help improve documentation and client success playbooks.
• Work with Sales on renewal, expansion, and upsell.

Skills

SaaS Customer Success

Implementation

Account Management

Client Demos

Communication

Ownership

Time Management

Problem Solving

Cross-functional

Tools

CRM Systems

Ticketing Systems

Support Platforms

Implementation Workflows

Job description

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

Requirements

• 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