Partner Support Specialist | On-Site, Dagupan

Resolv Global; Calasiao; On-site; PHP 433,000 - 606,000; Full time

Job summary

Resolv Global is seeking a Partner Support Specialist to join our on-site team in Dagupan, Philippines. The role centers on guiding client conversations, onboarding teams, troubleshooting problems, and owning issues from first contact through resolution.

You will collaborate with Sales, Operations, Product, and Engineering to ensure smooth client experiences and drive successful outcomes during renewals, expansions, and ongoing support.

Qualifications

• 2+ years of SaaS Customer Success or similar client-facing role.
• Experience onboarding customers and leading remote or in-person demos, walkthroughs, or training.
• Strong experience with software platforms and learning technical workflows.
• Ability to troubleshoot issues and identify root causes.
• Excellent written and verbal communication; confident in client conversations.
• Capability to manage multiple accounts/projects simultaneously and stay organized.

Responsibilities

• Onboard new clients through kickoff calls, live walkthroughs, training sessions, and Q&A.
• Be 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 and clarity.
• Troubleshoot workflow, platform, and process issues.
• Ask questions to identify root causes of problems.
• Translate client issues into actionable information for Product/Engineering/Operations.
• Track open issues through resolution and follow-through.
• Gather client feedback and identify recurring problems or opportunities.

Skills

Client communication

Ownership

Problem solving

Project management

Demos

Account management

Tools

CRM systems

Ticketing systems

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 Dagupan, Philippines.
• Independent Contract
• $5 USD per hour
• Paid weekly in arrears
• Paid training

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

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.
• Candidates must be comfortable working from the designated office location and maintaining reliable attendance during scheduled working hours.

Requirements

The ideal candidate will have:

• 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