Partner Support Specialist | WFH SA

Resolv Global; Cape Town; À distance; ZAR 159 000 - 205 000; Plein temps

Résumé du poste

Resolv Global is seeking a Partner Support Specialist to own client interactions from onboarding to resolution. You will lead conversations, train clients, troubleshoot issues, and collaborate with Sales, Operations, Product, and Engineering.

This fully remote, contract role requires strong communication, calm under pressure, and proactive issue ownership. Responsibilities include onboarding via kickoff calls, guiding adoption, resolving escalations, diagnosing root causes, and identifying

Qualifications

• 2+ years of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a similar client-facing role
• Experience onboarding customers and leading remote demos, walkthroughs, or training sessions
• Comfort working inside software platforms and learning new technical workflows quickly
• Ability to troubleshoot problems and distinguish symptoms from root causes
• Confident in communicating with clients at different levels
• Calm and professional with frustrated or demanding clients
• Takes ownership and demonstrates strong follow-through
• Highly organized with the ability to manage multiple accounts or projects

Responsabilités

• Onboard new clients through kickoff calls, live walkthroughs, training sessions, and Q&A
• Become a trusted point of contact for clients after launch
• Monitor client adoption and identify potential issues early
• Respond quickly when a client is blocked or needs immediate assistance
• Lead difficult client conversations with empathy and sound judgment
• Troubleshoot workflow, platform, and process issues
• Ask diagnostic questions and identify root causes
• Translate client issues into actionable information for Product/Engineering/Operations
• Track open issues through resolution and prevent leaks
• Gather client feedback and identify recurring pain points
• Help improve processes, documentation, and client success playbooks
• Identify renewal, expansion, and upsell opportunities with Sales
• Manage multiple client conversations, projects, and priorities

Connaissances

Customer Success

Account Management

Onboarding

Remote Demos

Troubleshooting

Communication

Time Management

Outils

CRM systems

Ticketing systems

Support platforms

Implementation tools

Description du poste

We're looking for a Partner Support Specialist who can do much more than answer questions and manage tickets.

This is a high-ownership, client-facing role for someone who can lead conversations, onboard and train clients, troubleshoot problems, manage difficult situations, and take ownership from the moment an issue appears until it is fully resolved. You will work closely with clients and internal teams across Sales, Operations, Product, and Engineering. You'll need to be comfortable getting on a call when something is urgent, asking the right questions, understanding what is actually happening, and moving the situation toward a solution.

If you're someone who stays calm when a client is frustrated, learns software quickly, communicates clearly, and takes personal ownership of the client experience, this could be a strong fit.

What You'll Do

• Onboard new clients through kickoff calls, live walkthroughs, training sessions, and Q&A
• Become a trusted point of contact for clients after launch
• Monitor client adoption and identify potential issues before they become larger problems
• Respond quickly when a client is blocked, frustrated, or needs immediate assistance
• Lead difficult client conversations with confidence, empathy, and sound judgment
• Troubleshoot workflow, platform, and process issues
• Ask strong diagnostic questions and work toward identifying root causes
• Translate client issues into clear, actionable information for Product, Engineering, and Operations
• Track open issues through resolution and make sure nothing falls through the cracks
• Gather client feedback and identify recurring pain points
• Help improve processes, documentation, and client success playbooks
• Identify potential renewal, expansion, and upsell opportunities in partnership with Sales
• Manage multiple client conversations, projects, and priorities simultaneously

Working Hours & Compensation

• This is a fully remote position, but candidates must be available to work PST time and business hours as required.
• Independent Contract position
• $8 USD per hour
• Paid weekly in arrears
• Paid training

Essential Remote Technology Requirements

Because this is a fully remote position, candidates must meet all of the following requirements:

• Windows 11 PC (Mac not supported)
• 16 GB RAM
• Dual monitors
• Webcam
• Wired USB Headset
• i5 processor or higher
• Fibre internet with a wired Ethernet connection
• Reliable backup power solution
• Microsoft Teams / Office 365

Applications that do not meet the minimum technical requirements may not move forward in the process.

Hiring Process

To ensure fairness and consistency, all applicants must complete every stage of the hiring process.

Our process includes:

• Resume Review
• Pre-Screen Questionnaire
• One-Way Video Interview
• Pre-Screen interview
• Live Interviews

Important

• All resumes must be submitted in English to be considered for this position.
• This is a full-time opportunity. We are looking for candidates who are genuinely interested in building a long-term career in a client-facing Partner Support / Customer Success environment.

Requirements:

What We're Looking For

We want someone who:

• Has 2+ years of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a similar client-facing role
• Has experience onboarding customers and leading remote demos, walkthroughs, or training sessions
• Is comfortable working inside software platforms and learning new technical workflows quickly
• Can troubleshoot problems and distinguish symptoms from root causes
• Is confident communicating with clients at different levels
• Can remain calm and professional when dealing with frustrated or demanding clients
• Takes ownership rather than waiting to be told what to do
• Is highly organized and strong with follow-through
• Can manage multiple accounts, projects, or client issues at the same time
• Is proactive and comfortable working in a fast-moving environment
• Can build trust quickly while still being comfortable having difficult conversations

Nice to Have

• Experience in healthcare, telehealth, or another regulated environment
• Experience working directly with Product or Engineering teams
• Familiarity with CRMs, ticketing systems, support platforms, or implementation tools
• Experience with renewals, account expansion, upselling, or commercial account growth