Remote Customer Success Associate — High Ownership

4 Walls Inc.; Philadelphia (Philadelphia County); Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Generous PTO

Comprehensive healthcare

401K with match

Fully remote

Job summary

Respage is hiring a Customer Success Associate for a high-ownership, fast-moving Customer Success role. This is not a “light support” position—this is a demanding, accountability-driven role where you will manage a constant flow of client requests and take initiative head-on every day.

You will be the frontline owner of our Support Inbox and website/dashboard chat, responding to clients, triaging issues, documenting requests, and driving them to resolution.

Qualifications

• Strong accountability and initiative: you take ownership, you don’t wait, and you see tasks through.
• Ability to thrive in a high-volume, request-driven environment where the work is always moving.
• Excellent customer-facing communication skills (email + chat): professional, clear, and empathetic.
• Strong judgment and problem-solving: you can quickly gather facts, diagnose, and decide what to do next.
• Strong organization and time management: able to prioritize competing requests and hit deadlines.
• Comfortable learning detailed services quickly and explaining them clearly to clients.
• Comfortable using Google Workspace (G Suite) and working daily in Slack, Teamwork Projects, and Teamwork Desk.
• Comfortable using ChatGPT as an ongoing productivity tool in daily workflows (drafting, summarizing, organizing, troubleshooting).

Responsibilities

• Own the daily flow of incoming support emails and client chat messages from our website and dashboard.
• Respond quickly and professionally, gather details, and provide clear next steps.
• Triage requests: determine if the issue is user error, setup gap, product limitation, or a possible defect—and route accordingly.
• Track requests through to completion with consistent client updates and follow-through.
• Be accountable for a small group of assigned clients to support ongoing maintenance and weekly touchpoints.
• Maintain consistent communication cadence (weekly check-ins/status updates as appropriate).
• Track open items, requests, and follow-ups to ensure nothing slips and clients feel continuously supported.
• Proactively surface risks, recurring issues, or upcoming needs to the CSM team.
• Partner with CSMs to ensure client services are set up completely and launch requirements are met.
• When new orders come in, proactively start your portion of the work immediately—no waiting to be told.
• Ask smart questions early (internally) to avoid delays, prevent rework, and keep rollouts moving.
• Maintain accurate documentation so internal teams can act fast and clients get consistent answers.
• Research and troubleshoot client issues using available tools, internal documentation, and product context.
• Identify patterns and recurring issues, document them, and elevate when needed.
• Recognize potential bugs and work with technical teams to provide strong notes, reproduction steps, and impact.
• Deliver consistently strong written communication—clear, calm, and action-oriented.
• Manage multiple requests at once with strong organization, prioritization, and time management.
• Maintain a “finish the job” mindset: you own outcomes, not just responses.
• Help create and manage social posts for Respage’s clients.
• Support reputation management for Respage’s clients.
• Complete special projects with our marketing manager as needed.

Skills

Customer communication

Time management

Problem solving

Ownership / Initiative

Remote collaboration

Google Workspace

Slack

Tools

Google Workspace

Slack

Teamwork Projects

Teamwork Desk

ChatGPT

Job description

Respage is hiring a Customer Success Associate for a high-ownership, fast-moving Customer Success role. This is not a “light support” position—this is a demanding, accountability-driven role where you will manage a constant flow of client requests and take initiative head-on every day.

You will be the frontline owner of our Support Inbox and website/dashboard chat, responding to clients, triaging issues, documenting requests, and driving them to resolution.