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

$6.50 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

Background Check

Important

All resumes must be submitted in English to be considered for this position.





Candidates must successfully complete the required hiring stages and possibly pass a background check to be considered for final selection.

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

#J-18808-Ljbffr

📌 Partner Support Specialist (Xico)
🏢 Resolv.Global
📍 Xico