Partner Support Specialist

Resolv Global; Tijuana; Remote; MXN 138,000 - 197,000; Full time

Job summary

Resolv Global is seeking a proactive Partner Support Specialist to own client conversations from onboarding through resolution. This fully remote role requires strong communication, quick learning, and a bias for action in a fast-moving SaaS environment.

You’ll collaborate with Sales, Operations, Product, and Engineering, handle escalations, and guide clients to successful outcomes, ensuring a smooth experience from first contact to final resolution.

Qualifications

• 2+ years of experience in SaaS Customer Success or similar role.
• Experience onboarding customers and leading remote demos.
• Comfort learning new technical workflows quickly.
• Able to troubleshoot and identify root causes.
• Strong communication across client levels.
• Able to stay calm with frustrated clients.
• Proactive ownership and follow-through.
• Excellent organizational skills with multi-account management.

Responsibilities

• Onboard new clients via kickoff calls, walkthroughs, and training.
• Serve as trusted post-launch contact.
• Monitor adoption and flag potential issues early.
• Respond quickly to blocks and urgent requests.
• Lead difficult client conversations with empathy.
• Troubleshoot platform, workflow, and process issues.
• Ask diagnostic questions to find root causes.
• Translate issues for Product/Engineering/Operations.
• Track issues to resolution and prevent leaks.
• Capture client feedback and pain points.
• Help improve processes and playbooks.
• Identify renewal/upsell opportunities with Sales.
• Manage multiple client conversations and priorities.

Skills

Customer Success

Remote communication

Troubleshooting

Ownership

Organization

Tools

CRM systems

Ticketing systems

Implementation tools

Job description

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

Because this is a fully remote position, candidates must meet all of the following 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

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.
• 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

We want someone who:

• 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