Partner Support Specialist at Resolv.Global

Mexico

<p>We're looking for a Partner Support Specialist who can do much more than answer questions and manage tickets.</p><p>This is a high-ownership, client-facing role for someone who can <strong>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.</strong></p><p>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.</p><p>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.</p><p><br></p><p><strong>What You'll Do</strong></p><ul><li>Onboard new clients through kickoff calls, live walkthroughs, training sessions, and Q&amp;A</li><li>Become a trusted point of contact for clients after launch</li><li>Monitor client adoption and identify potential issues before they become larger problems</li><li>Respond quickly when a client is blocked, frustrated, or needs immediate assistance</li><li>Lead difficult client conversations with confidence, empathy, and sound judgment</li><li>Troubleshoot workflow, platform, and process issues</li><li>Ask strong diagnostic questions and work toward identifying root causes</li><li>Translate client issues into clear, actionable information for Product, Engineering, and Operations</li><li>Track open issues through resolution and make sure nothing falls through the cracks</li><li>Gather client feedback and identify recurring pain points</li><li>Help improve processes, documentation, and client success playbooks</li><li>Identify potential renewal, expansion, and upsell opportunities in partnership with Sales</li><li>Manage multiple client conversations, projects, and priorities simultaneously</li></ul><p><br></p><p><strong>Working Hours &amp; Compensation</strong></p><ul><li>This is a fully remote position, but candidates must be available to work <strong>PST time and business hours as required.</strong></li><li>Independent Contract position</li><li>$6.50 USD per hour</li><li>Paid weekly in arrears</li><li>Paid training</li></ul><p><strong></strong></p><p><strong>Essential Remote Technology Requirements</strong></p><p>Because this is a fully remote position, candidates must meet all of the following requirements:</p><ul><li>Windows 11 PC <strong>(Mac not supported)</strong></li><li>16 GB RAM</li><li>Dual monitors</li><li>Webcam</li><li>Wired USB Headset</li><li>i5 processor or higher</li><li>Fibre internet with a <strong>wired Ethernet connection</strong></li><li>Reliable backup power solution</li><li>Microsoft Teams / Office 365</li></ul><p>Applications that do not meet the minimum technical requirements may not move forward in the process.</p><p><strong></strong></p><p><strong>Hiring Process</strong></p><p>To ensure fairness and consistency, all applicants must complete every stage of the hiring process.</p><p>Our process includes:</p><ol><li>Resume Review</li><li>Pre-Screen Questionnaire</li><li>One-Way Video Interview</li><li>Pre-Screen interview</li><li>Live Interviews</li><li>Background Check</li></ol><p><br></p><p><strong>Important</strong></p><ul><li>All resumes must be submitted in English to be considered for this position.</li><li>This is a <strong>full-time opportunity</strong>. We are looking for candidates who are genuinely interested in building a long-term career in a client-facing Partner Support / Customer Success environment.</li><li><strong></strong>A background check might be required for candidates who are shortlisted as part of the final hiring process. Employment will be subject to successful completion of the applicable background check.</li></ul><p><br></p> <br><h3>Requirements</h3> <p><strong>What We're Looking For</strong></p><p>We want someone who:</p><ul><li>Has <strong>2+ years of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a similar client-facing role</strong></li><li>Has experience onboarding customers and leading remote demos, walkthroughs, or training sessions</li><li>Is comfortable working inside software platforms and learning new technical workflows quickly</li><li>Can troubleshoot problems and distinguish symptoms from root causes</li><li>Is confident communicating with clients at different levels</li><li>Can remain calm and professional when dealing with frustrated or demanding clients</li><li>Takes ownership rather than waiting to be told what to do</li><li>Is highly organized and strong with follow-through</li><li>Can manage multiple accounts, projects, or client issues at the same time</li><li>Is proactive and comfortable working in a fast-moving environment</li><li>Can build trust quickly while still being comfortable having difficult conversations</li></ul><p><br></p><p><strong>Nice to Have</strong></p><ul><li>Experience in healthcare, telehealth, or another regulated environment</li><li>Experience working directly with Product or Engineering teams</li><li>Familiarity with CRMs, ticketing systems, support platforms, or implementation tools</li><li>Experience with renewals, account expansion, upselling, or commercial account growth</li></ul>