About the role
Description
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
Originally posted on Himalayas