Self Service Implementation Specialist - Freelance Project

The Invisible Agency; Philippines; On-site; PHP 413,000 - 468,000; Full time

Job summary

The Invisible Agency in the Philippines seeks a Self Service Implementation Specialist for a freelance project. You will assist on onboarding, respond quickly to client inquiries, and guide users through onboarding steps. Strong communication and ability to handle high-volume requests are essential.

Responsibilities include clarifying requirements, providing timelines, and escalating blockers while keeping clients informed of progress and available resources.

Qualifications

• Experience in client support, project coordination, or cross-functional roles.
• Ability to deliver prompt, reliable service in a high-volume environment.
• Strong communication skills for time-sensitive guidance.
• Experience using Jira, Salesforce, and Google Workspace and following standardized processes.
• Willingness to learn retirement plan fundamentals and onboarding workflows.

Responsibilities

• Assist Self Service Plan Sponsors during onboarding with timely responses.
• Provide accurate guidance and unblock progress in onboarding paths.
• Clarify requirements and communicate timelines and next steps.
• Monitor multiple onboarding efforts, escalate blockers when needed.
• Communicate onboarding expectations to clients and internal teams.

Skills

Client support

Project coordination

Cross-functional

Communication

Learning quickly

Detail-oriented

Tools

Jira

Salesforce

Google Workspace

Job description

Self Service Implementation Specialist - Freelance Project

Salary: ₱6 monthly

Company: The Invisible Agency

Job Type: Full Time

Location: Philippines

Job Description - Self Service Implementation Specialist - Freelance Project

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 service in 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

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