We are looking for a Client Success Associate who will be responsible for maintaining strong client relationships and ensuring a positive experience throughout the client engagement.

This role focuses on client health, satisfaction, communication, and issue resolution. You will serve as a primary point of contact when clients have concerns or operational issues involving their assigned contractors, working closely with Recruiting and Operations to ensure concerns are addressed promptly and appropriately.

Experience working in an agency is highly preferred, as this role requires an understanding of the relationship between clients, recruiters, and remote contractors.

Key Responsibilities

- Serve as a primary point of contact for client concerns, questions, and operational issues.
- Monitor overall client health and satisfaction and identify potential concerns before they escalate.
- Maintain regular communication with clients to understand their experience and gather feedback.
- Handle client concerns involving contractor performance, attendance, communication, or engagement.
- Coordinate with Recruiting, Operations, and other internal teams to resolve client concerns.
- Follow up with clients to ensure issues have been appropriately addressed and resolved.
- Document client feedback, concerns, action items, and resolutions accurately.
- Identify recurring issues or patterns that may affect client satisfaction and recommend appropriate improvements.
- Proactively follow up on pending client matters and ensure issues do not remain unresolved due to communication gaps.
- Escalate significant or recurring concerns to the appropriate manager when necessary.
- Maintain professional,



responsive, and solution-oriented communication with clients.

What We're Looking For
- 2+ years of experience in Customer Success, Client Success, Customer Experience, Client Services, or a similar role.
- Experience in recruiting, BPO, or outsourcing environment is highly preferred.
- Strong interpersonal and client communication skills.
- Ability to handle difficult conversations professionally and calmly.
- Strong problem-solving and follow-through skills.
- Highly organized and able to manage multiple client concerns simultaneously.
- Strong attention to detail and documentation skills.
- Comfortable coordinating with multiple internal teams to resolve issues.
- Proactive in identifying potential client dissatisfaction rather than simply reacting to complaints.
- Ability to work independently in a remote environment.

Success in This Role The successful candidate will help ensure that clients feel heard, supported, and confident in the service they receive. This is a relationship and service-focused role—not a sales or account management position. Job Type: Full-time

Pay: $100.00 - $115.00 per hour

Application Question(s)

- Have you worked in an agency, BPO, or outsourcing agency before? If yes, please describe your role and responsibilities.
- A client has not responded to several emails regarding an important operational matter. What would you do to follow up and ensure the issue is addressed without creating unnecessary pressure on the client?
- How do you proactively monitor client satisfaction and identify a client who may be at risk of becoming dissatisfied before they formally raise a complaint?

Work Location: Remote

📌 Client Success Associate (México)
🏢 Access Insurance
📍 México