Remote Customer Success Associate SaaS Onboarding

HelloTeam; United States; Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Remote work

Job summary

HelloTeam is seeking a Customer Success Associate to guide and support customers from onboarding and platform setup through training, ongoing support, and troubleshooting. You’ll serve as a trusted point of contact for clients, helping them understand the platform and successfully implement HelloTeam within their organization.

You’ll also work closely with teams across HelloTeam to investigate complex issues, communicate client feedback, and ensure timely, effective solutions.

Qualifications

• 1–3+ years of experience in customer support, client services, implementation, customer success, or a related role.
• Strong written and verbal communication skills.
• Ability to explain technical concepts and software functionality to users with varying levels of technical experience.
• Strong troubleshooting, problem-solving, and diagnostic skills.
• Comfortable learning new software and becoming a knowledgeable resource for clients.
• Strong organizational skills with the ability to manage multiple priorities and client requests.
• Ability to work independently while collaborating effectively with a broader team.
• Proactive and resourceful approach to solving problems.
• Experience supporting a SaaS product is preferred but not required.

Responsibilities

• Respond to client questions and support requests through phone, email, and other support channels.
• Guide new clients through onboarding, platform setup, configuration, and implementation.
• Conduct client training sessions and explain platform functionality in a clear and approachable way.
• Troubleshoot platform issues, identify potential causes, and provide timely resolutions or next steps.
• Manage client issues from initial request through resolution, including coordinating internal escalations when necessary.
• Document client interactions, issues, troubleshooting steps, and progress within internal systems.
• Help clients understand platform best practices and identify opportunities to improve adoption and utilization.
• Collaborate with Product, Engineering, and other internal teams to investigate and resolve client issues.
• Communicate product updates, configuration recommendations, and solutions clearly to clients.
• Identify recurring questions, issues, or areas of confusion and help improve internal documentation and client resources.
• Manage multiple client requests and priorities while maintaining a high level of responsiveness and service.

Skills

Customer support

Communication

Troubleshooting

Onboarding

Remote collaboration

Education

Associate's or Bachelor's degree in Communications, Business Admin, or Information Systems

Tools

Paychex Flex

CRM software

Job description

HelloTeam is seeking a Customer Success Associate to guide and support customers from onboarding and platform setup through training, ongoing support, and troubleshooting. You’ll serve as a trusted point of contact for clients, helping them understand the platform and successfully implement HelloTeam within their organization.

You’ll also work closely with teams across HelloTeam to investigate complex issues, communicate client feedback, and ensure timely, effective solutions.