Client Success Agent

About the Role

This fully remote, work-from-home position is based in Texas, United States. It requires a 40-hour weekly commitment, with variable working days and shift times.

Key Responsibilities

• Monitor an assigned queue for incoming client questions received through emails, chats, and service tickets, then prioritize requests by urgency and stated need.
• Review client profiles, previous interaction notes, and service details before responding to ensure answers reflect available information and prior context.
• Use a CRM such as SugarCRM to enter client details, interaction notes, requested actions, and agreed next steps after each contact.
• Use a support platform such as Gladly to create, update, organize, and close service tickets with clear notes that allow teammates to understand progress.
• Provide accurate service information, explain available next steps in plain language, and confirm client understanding.
• Ask focused follow-up questions when a request is incomplete, unclear, or missing necessary details.
• Follow up with clients on open requests, confirm whether assistance resolved the question, and update ticket notes with the outcome.
• Escalate unresolved service issues, sensitive client concerns, or requests outside established guidance to the customer service team lead.
• Coordinate with internal service contacts to obtain updates, share relevant client context, and communicate confirmed information back to the client.
• Maintain quality through accuracy, timely turnaround, complete notes, and consistent follow-up on every assigned client interaction.

Requirements & Tech Stack

• CRM: such as SugarCRM
• Support Platform: such as Gladly
• Client-facing support workflows
• Account coordination
• Service assistance
• Written communication
• Professional conversations
• Interaction tracking

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred in client-facing support, account coordination, or service assistance.
• Familiarity with client support workflows, including reviewing requests, clarifying needs, tracking open items, and communicating next steps.
• Ability to learn and use a CRM such as SugarCRM and a support platform such as Gladly for client interaction tracking.
• Ability to read service information carefully and explain it clearly through written responses and professional conversations.
• Sound judgment when identifying incomplete requests, following established guidance, and bringing complex concerns to a team lead.
• Ability to maintain organized interaction notes while managing a steady flow of client questions and open tickets.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work from a desk-based home workspace in Texas, United States.
• Structured onboarding and training on named systems, including a CRM such as SugarCRM and a support platform such as Gladly.
• Regular check-ins with the customer service team lead for guidance, feedback, and workflow support.
• Opportunities to build client support, account coordination, service communication, and interaction-tracking skills.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.