Remote Customer Success Advocate - SaaS Growth Coach

Togetherwork; United States; Remote; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Disability insurance

Life/AD&D insurance

401(k) with company match

Paid time off and holidays

Parental leave

Job summary

TogetherWork is seeking a Customer Advocate to join our remote team in the United States. You will handle a mix of phone, email, and live chat support, guiding customers on how to use our SaaS platform to meet their business goals.

The role emphasizes empathy, clear communication, and problem solving. You will work in PST hours and may need weekend coverage; candidates with SaaS support experience preferred.

Qualifications

• 1–2 years in a customer-facing role (customer success, account management, or client services)
• Desire to build a career in customer support with longevity
• Excellent written and verbal communication skills
• Empathy and passion for helping customers succeed
• Willingness to assist with weekend email answering when needed
• Strong problem-solving and strategic thinking abilities
• Clear, detailed instructions to help customers follow steps
• Ability to work quickly in a fast-paced environment and stay calm under pressure
• Proven problem-solving proficiency and curiosity
• High capacity and resilience in changing conditions

Responsibilities

• Coach customers on how to use the software for their business needs via phone, email, and live chat
• Help customers grow and manage their practices with creative solutions and knowledge sharing
• Assist practice owners in selecting subscription levels and explain benefits
• Ensure high-quality work aligned with company standards
• Contribute to knowledge base with tutorials and help docs
• Collaborate with Advocate team via MS Teams channels
• Escalate complex issues to Senior Advocate Team
• Distinguish bugs, enhancement requests, and areas of confusion for customers
• Share knowledge and align with team goals
• Maintain composure and active listening; build rapport even in stressful situations
• Continuously adapt to rapid product changes and master the product for customer navigation
• Proactively identify what customers might need next and guide them accordingly
• Document findings in the Help Center for future cases

Skills

Customer facing

Communication

Empathy

Problem solving

Team collaboration

Weekend support

Tools

Zendesk

JIRA

Job description

TogetherWork is seeking a Customer Advocate to join our remote team in the United States. You will handle a mix of phone, email, and live chat support, guiding customers on how to use our SaaS platform to meet their business goals.

The role emphasizes empathy, clear communication, and problem solving. You will work in PST hours and may need weekend coverage; candidates with SaaS support experience preferred.