Remote SaaS Customer Success Specialist

HelloTeam; Naples (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

HelloTeam in the United States (remote) is seeking a Customer Success Associate to guide customers through onboarding, platform setup, and ongoing success with the HelloTeam HR platform. You will respond to client questions via phone, email, and other channels, conduct training sessions, troubleshoot issues, and coordinate with Product and Engineering to resolve client concerns.

This role rewards clear communication, problem solving, and the ability to manage multiple client requests while

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

SaaS experience

Communication skills

Education

Bachelor’s degree preferred

Associate degree preferred

Job description

HelloTeam in the United States (remote) is seeking a Customer Success Associate to guide customers through onboarding, platform setup, and ongoing success with the HelloTeam HR platform. You will respond to client questions via phone, email, and other channels, conduct training sessions, troubleshoot issues, and coordinate with Product and Engineering to resolve client concerns.

This role rewards clear communication, problem solving, and the ability to manage multiple client requests while