Partner Support Specialist

Resolv Global; Hermosillo; A distancia; MXN 258.000 - 388.000; Jornada completa

Descripción de la vacante

Resolv Global is hiring a Partner Support Specialist to own client conversations from start to finish. The role focuses on onboarding, adoption, troubleshooting, and proactive issue resolution in a fully remote setup.

You will collaborate with Sales, Operations, Product, and Engineering, owning client outcomes and driving renewals and expansions where appropriate.

Formación

• 2+ years in SaaS customer success or similar client-facing role.
• Experience onboarding customers and leading remote demos.
• Comfortable with software platforms and learning new workflows quickly.
• Able to troubleshoot problems and distinguish root causes.
• Confident communicating with clients at different levels.
• Remains calm and professional with frustrated clients and owns the issue.
• Highly organized with strong follow-through.
• Capable of managing multiple accounts and priorities.
• Proactive and comfortable in a fast-moving environment.
• Builds trust while handling difficult conversations.

Responsabilidades

• Onboard new clients via kickoff calls, live walkthroughs, and training.
• Become a trusted client contact after launch.
• Monitor adoption and flag issues early.
• Respond quickly when a client is blocked or needs help.
• Lead difficult client conversations with empathy and sound judgment.
• Troubleshoot workflow, platform, and process issues.
• Ask diagnostic questions to identify root causes.
• Translate issues into clear information for Product/Engineering/Ops.
• Track open issues through resolution without gaps.
• Gather client feedback and identify recurring pain points.
• Help improve processes, docs, and success playbooks.
• Identify renewal, expansion, and upsell opportunities with Sales.
• Manage multiple conversations, projects, and priorities.

Conocimientos

SaaS Customer Success

Onboarding experience

Remote demos

Troubleshooting

Client communication

Ownership mindset

Strong organization

Multi-account management

Proactive

Fast-moving environment

Herramientas

CRM software

Ticketing systems

Support platforms

Implementation tools

Descripción del empleo

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

This is a high-ownership, client-facing role for someone who can lead conversations, onboard and train clients, troubleshoot problems, manage difficult situations, and take ownership from the moment an issue appears until it is fully resolved.

You will work closely with clients and internal teams across Sales, Operations, Product, and Engineering. You'll need to be comfortable getting on a call when something is urgent, asking the right questions, understanding what is actually happening, and moving the situation toward a solution.

If you're someone who stays calm when a client is frustrated, learns software quickly, communicates clearly, and takes personal ownership of the client experience, this could be a strong fit.

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 before they become larger problems
• Respond quickly when a client is blocked, frustrated, or needs immediate assistance
• Lead difficult client conversations with confidence, empathy, and sound judgment
• Troubleshoot workflow, platform, and process issues
• Ask strong diagnostic questions and work toward identifying root causes
• Translate client issues into clear, actionable information for Product, Engineering, and Operations
• Track open issues through resolution and make sure nothing falls through the cracks
• Gather client feedback and identify recurring pain points
• Help improve processes, documentation, and client success playbooks
• Identify potential renewal, expansion, and upsell opportunities in partnership with Sales
• Manage multiple client conversations, projects, and priorities simultaneously

Working Hours & Compensation

• This is a fully remote position, but candidates must be available to work PST time and business hours as required.
• Independent Contract position
• $6.50 USD per hour
• Paid weekly in arrears
• Paid training

Essential Remote Technology 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
• Background Check

Important

• All resumes must be submitted in English to be considered for this position.
• 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.
• A background check might be required for candidates who are shortlisted as part of the final hiring process. Employment will be subject to successful completion of the applicable background check.

Requirements

What We're Looking For

• Has 2+ years of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a similar client-facing role
• Has experience onboarding customers and leading remote demos, walkthroughs, or training sessions
• Is comfortable working inside software platforms and learning new technical workflows quickly
• Can troubleshoot problems and distinguish symptoms from root causes
• Is confident communicating with clients at different levels
• Can remain calm and professional when dealing with frustrated or demanding clients
• Takes ownership rather than waiting to be told what to do
• Is highly organized and strong with follow-through
• Can manage multiple accounts, projects, or client issues at the same time
• Is proactive and comfortable working in a fast-moving environment
• Can build trust quickly while still being comfortable having difficult conversations

Nice to Have

• Experience in healthcare, telehealth, or another regulated environment
• Experience working directly with Product or Engineering teams
• Familiarity with CRMs, ticketing systems, support platforms, or implementation tools
• Experience with renewals, account expansion, upselling, or commercial account growth