Customer Support Representative

TGAE Group is hiring a strategic Customer Support Representative professional to own and elevate the post-sale lifecycle for our high-value accounts. Moving beyond traditional support, you will act as a trusted advisor and digital growth partner, ensuring our clients achieve maximum ROI and unparalleled satisfaction with our ecosystem of services.

Requirements

• 4+ years of experience in B2B Client Success, Account Management, or Strategic Support, ideally within a SaaS or large agency
• Deep understanding of digital marketing metrics, web development cycles, and enterprise business goals
• Expertise in enterprise CRM platforms (Salesforce, HubSpot, or Gainsight) and ticketing systems
• Exceptional emotional intelligence, capable of navigating complex stakeholder relationships and high-stakes escalations
• Proven ability to drive account expansion, renewals, and identify cross-sell opportunities
• Flawless executive communication skills, both written and verbal, tailored to C-level audiences
• Highly analytical mindset with a passion for transforming client feedback into operational improvements

Responsibilities

• Serve as the strategic advocate and primary point of contact for a portfolio of enterprise-level accounts
• Lead comprehensive client onboarding, ensuring seamless adoption of custom dashboards and reporting cadences
• Conduct regular strategic check-ins and executive business reviews to align agency deliverables with client revenue goals
• Skillfully triage and de-escalate urgent client concerns, rallying internal technical and creative teams for rapid resolution
• Monitor account health scores, proactively intervening to guarantee high retention and contract renewal rates
• Identify logical upsell pathways (e.g., expanding from web design into retained SEO or programmatic ads)
• Synthesize ongoing client feedback to help executive leadership refine agency service offerings and operational workflows

Benefits

• Competitive annual base salary ($65,000 – $90,000) plus lucrative commission on account renewals and expansions
• 100% Remote (USA) with flexible scheduling
• Comprehensive Medical, Dental, and Vision plans (100% covered for the employee)
• 401(k) matching program
• Generous Unlimited PTO and dedicated mental health/wellness days
• Stipends for home office setup, internet, and wellness/gym memberships
• Structured leadership training and clear advancement tracks to Director of Client Success
• A highly supportive, collaborative executive team that values your front-line insights