Partner Support Specialist | On-Site, Barranquilla

Resolv Global; Santo Tomás; Presencial; COP 31 211 000 - 35 669 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

On-site in Barranquilla

Independent Contract

Weekly pay

Paid training

Resumo da oferta

Resolv Global is seeking a Partner Support Specialist to lead client conversations, onboard and train teams, troubleshoot problems, and own issues from first contact to resolution.

You will collaborate with clients and internal Sales, Operations, Product, and Engineering teams to drive solutions and improve processes in a fast-moving environment.

Qualificações

• 2+ years in SaaS customer success or related client-facing roles.
• Experience onboarding customers and leading remote or in-person demos and training.
• Strong ability to troubleshoot issues and determine root causes.
• Excellent verbal and written communication with calm, professional demeanor.

Responsabilidades

• Onboard new clients via kickoff calls, walkthroughs, and training.
• Be the trusted point of contact after launch for clients.
• Monitor client adoption and flag potential issues early.
• Resolve blockers by guiding clients to solutions.
• Lead difficult conversations with composure and clarity.
• Troubleshoot workflow, platform, and process issues.
• Translate issues into actionable info for Product/Eng/Operations.
• Support renewals, expansions, and account growth with Sales.

Conhecimentos

SaaS Customer Success

Onboarding

Demos & Training

Troubleshooting

Communication

Account management

Ferramentas

CRM systems

Ticketing systems

Descrição da oferta de emprego

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

• 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