Customer Success Associate

Customer Success Associate

HelloTeam is looking for a Customer Success Associate to help our customers get the most out of the HelloTeam platform.

In this role, you'll work directly with clients throughout their experience with HelloTeamfrom onboarding and platform setup to training, ongoing support, and troubleshooting. You'll serve as a trusted point of contact for clients, helping them understand the platform, resolve issues, and successfully implement HelloTeam within their organization.

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

This role is a great fit for someone who enjoys working with customers, learning technology, solving problems, and helping people become confident using new software.

What You'll Do

• 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.

What We're Looking For

• 13+ 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.

Preferred Experience

• Previous experience in customer support, technical support, SaaS implementation, or client onboarding.
• Experience working with HR technology or HR software.
• Previous experience with Paychex Flex is a plus but not required.

Education

An Associate's or Bachelor's degree in Communications, Business Administration, Information Systems, or a related field is preferred but not required. Relevant professional experience may be considered in place of formal education.

Work Environment

This is a remote position and requires the ability to work effectively from a home office environment.