Client Success Agent (PST Timezone)

As a Client Success Agent, you will be the first point of contact for inbound support and client onboarding assistance. Based in a Pacific-aligned timezone, youll provide coverage for North American and global clients, helping troubleshoot platform issues, assist with marketplace integrations, and deliver an exceptional client onboarding experience.

Youll work closely with the Senior Client Success Agent Team Leader and other members of the CS team to provide fast, empathetic, and solution-oriented responses to client needs. This is a high-impact, client-facing role perfect for someone detail-oriented and passionate about solving problems.

Key Responsibilities

Support & Troubleshooting

• Monitor and respond to inbound support tickets through Intercom and email
• Assist clients with marketplace integration issues (e.g., Amazon token permissions)
• Troubleshoot data sync, platform display, or configuration concerns
• Escalate technical or product-related issues when necessary, with full documentation

Client Onboarding Assistance

• Support setup for new clients, including dashboard configuration and connection verification
• Ensure new clients are equipped with platform guidance, tutorials, and expectations
• Coordinate onboarding tasks with the Relationship Management team

Process & Documentation

• Follow support SOPs, internal SLAs, and ticket handling guidelines
• Maintain clear internal notes, communication logs, and issue statuses
• Contribute to the improvement of help center content and internal troubleshooting guides

Cross-Team Collaboration

• Communicate effectively with other CS team members for knowledge sharing and escalations
• Participate in team standups, retros, and training sessions across time zones

Key Success Metrics

• Ticket resolution time and client satisfaction (CSAT)
• Onboarding task completion time and client experience feedback
• Adherence to internal SLAs and support quality benchmarks
• Contribution to documentation and process improvement

Ideal Experience & Skills

Must-Have

• 1-3 years in customer support or onboarding role in a SaaS or digital tech environment
• Excellent written and spoken English communication
• Ability to troubleshoot and explain technical issues clearly
• High attention to detail and organisation
• Comfortable working autonomously in a remote role aligned to PST hours

Nice-to-Have

• Experience with eCommerce platforms or marketplaces (e.g., Amazon, Walmart) (Highly desired)
• Familiarity with Intercom, HubSpot, or other CRM/helpdesk platforms
• Exposure to onboarding journeys or structured customer training

Working Hours

PST-aligned hours (e.g., 9am5pm PST). Some flexibility to align with internal team meetings across time zones will be required.

Why Join?

Youll play a key part in the global client experience at a fast-scaling SaaS company. With clear systems, strong leadership, and the freedom to focus on helping clients succeed, this role is ideal for someone looking to deepen their impact in a service-led, remote-first team.