Self Service Implementation Specialist - Freelance Project

Agency; Colombia; On-site; COP 22,293,000 - 31,210,000; Full time

Job summary

Agency is seeking a Self-Service Implementation Agent to support plan sponsors during onboarding, focusing on rapid responses, clarifications, and blocker escalation. The role emphasizes clear timelines and reliable service in a fast-paced environment.

The candidate will handle onboarding questions, work with Jira/Salesforce/Google Workspace, and help clients understand required actions to complete milestones.

Qualifications

• Experience in client support, project coordination, or cross-functional collaboration roles.
• Demonstrated ability to deliver prompt, reliable service in a high-volume support environment.
• Strong communication skills with time-sensitive guidance.
• Experience using Jira, Salesforce, and Google Workspace; follow standardized processes.
• Aptitude for learning new systems quickly and applying them in client service scenarios.
• Willingness to learn retirement plan fundamentals and onboarding workflows.

Responsibilities

• Respond to Self Service inquiries quickly with accurate information.
• Guide clients through onboarding paths with timely support and clear timelines.
• Monitor multiple onboarding efforts, identify blockers, and escalate as needed.
• Communicate onboarding expectations and progress to internal and external stakeholders.
• Support onboarding education and explain tools, workflows, and requirements.

Skills

Client support

Project coordination

Cross-functional collaboration

Communication

Learning new systems

Tools

Jira

Salesforce

Google Workspace

Job description

Self-Service Implementation Agent Project Overview: This role supports Self Service Plan Sponsors during onboarding by providing timely, high-quality guidance as users navigate our client’s platform. The Agent does not own onboarding end to end, but instead focuses on quickly responding to inquiries, clarifying requirements, unblocking progress, and reinforcing standardized processes. Success in this role depends on strong communication, comfort operating in a fast-paced, high-volume environment, and a non-negotiable commitment to responsive, reliable service.

Key Responsibilities

• Supporting Self Service Plan Sponsors as they onboard to our client’s platform
• Provide timely, accurate, and high-quality responses to Self Service client inquiries, recognizing that speed and reliability of service are non-negotiable expectations of the role
• Guide Self Service clients through the onboarding path by providing clarification, direction, and timely support
• Monitor progress across multiple Self Service onboarding efforts, identifying blockers, risks, or points of confusion and escalating when appropriate
• Offer clear guidance on timelines, required actions, and next steps to help clients successfully complete onboarding milestones
• Communicate clearly and concisely with internal and external stakeholders regarding onboarding expectations, available resources, and process updates
• Support basic plan design questions and onboarding education, assisting clients in understanding tools, workflows, and requirements

Required Qualifications

• Experience in client support, project coordination, or cross-functional collaboration roles
• Demonstrated ability to deliver prompt, reliable servicein a pooled, high-volume support environment
• Strong communication skills with the ability to provide clear, concise guidance under time-sensitive conditions
• Experience using operational and workflow tools such as Jira, Salesforce, and Google Workspace; ability to follow and reinforce standardized processes
• Demonstrated aptitude for learning new systems and concepts quickly and applying them in client service scenarios
• Willingness to learn retirement plan fundamentals, onboarding workflows, and Self Service plan requirements

Helpful / Preferred Qualifications

• Experience supporting Self Service, tech-enabled, or scaled onboarding or support models
• Exposure to retirement plans (401(k)/403(b)), plan administration, or plan conversions
• General knowledge of ERISA and retirement plan compliance concepts
• Experience with compliance or recordkeeping systems

Hours: 40-50 hours per week 9am-6pm US-ET $6 per hour