Client Advocate

absorblms; United States; Remote; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health benefits

Retirement savings

Bonus plans

Generous time off

Equipment allowance

Monthly flex allowance

Job summary

absorblms is seeking a remote, customer-facing technical support specialist on the Client Advocacy team. You will troubleshoot, investigate, and clearly communicate solutions to help global learners succeed on our SaaS learning platform.

This role offers strong potential for skill growth into deeper technical specialization, with a fully remote-first setup and a focus on timely, professional client interactions across multiple channels.

Qualifications

• 1+ years in a technical support role or equivalent customer service.
• Basic understanding of core web components.
• Excellent written and verbal communication, including active listening.
• Ability to grasp technical concepts and explain them simply.

Responsibilities

• Resolve client issues across phone, chat, email, and desktop sharing.
• Conduct investigations and root-cause analysis, documenting findings and delivering tailored solutions.
• Manage customer expectations around response and resolution timelines.
• Research and document technical issues for internal and client-facing knowledge.
• Act as voice of the client while statuses evolve and resolutions are confirmed.

Skills

Technical support

Web fundamentals

Communication skills

Time management

Tools

Zendesk

MS SQL

Jira

Confluence

Job description

Role overview

Remote, customer-facing technical support role on a Client Advocacy team supporting users of a SaaS learning management platform. The position combines troubleshooting, investigation, and clear communication to help global clients succeed, with strong potential for skill growth into deeper technical specialisation.

Responsibilities

• Resolve client issues across phone, chat, email, and desktop-sharing channels in a fast-paced environment.
• Conduct in-depth investigations and root-cause analysis, documenting findings and delivering solutions tailored to client needs.
• Manage customer expectations around response and resolution timelines.
• Research and thoroughly document technical issues for internal and client-facing knowledge.
• Act as the voice of the client internally while representing the platform professionally as issue statuses evolve and resolutions are confirmed.

Requirements

• 1+ years in a technical support role (ideally in a SaaS environment) or in client-facing customer service such as hospitality or airlines.
• Basic understanding of core web components.
• Strong attention to detail and proven time-management capabilities.
• Excellent written and verbal communication, including active listening.
• Ability to grasp technical concepts and explain them in simple terms.

Nice to have

• Prior LMS or e-learning experience.
• Technical documentation experience.
• Familiarity with Zendesk, MSSQL, Jira, or Confluence.
• Experience working with remote teams.
• Additional language fluency.

Benefits and work setup

• Fully remote-first environment with flexible work arrangements.
• Health and wellness benefits, retirement savings programs, eligibility for two bonus plans, and generous time off (specifics vary by country).
• New-hire equipment allowance plus a monthly flex allowance.
• Internal mobility and career growth opportunities, supported by employee-driven DE&I programmes.