Manage and respond to inbound client inquiries through Intercom and email.
Identify customer needs, provide solutions, and escalate issues when appropriate.
Maintain clear, professional, and timely communication with clients.
Support the co-founders in organizing client requests, support needs, and follow-ups.
Track open items to ensure nothing falls through the cracks.
Help prioritize client issues and coordinate next steps internally.
Assist with regular account reviews and client check-ins.
Use scoring modules and performance metrics to monitor satisfaction and engagement.
Help identify opportunities for improvement or intervention.
Research and investigate issues using tools such as Twilio, Intercom, CRM systems, and internal dashboards.
Assist with troubleshooting workflows and documenting common client questions.
Support basic operational reporting and platform navigation.
Participate in calls with the development team and project manager.
Translate client feedback into clear internal action items.
Stay informed on product updates and client deliverables.

1–3+ years of experience in an administrative, support, client coordinator, or operations role.
Experience in SaaS, tech-enabled services, or customer support is a plus.
Familiarity with tools such as Twilio, Intercom, CRM platforms (HubSpot/Salesforce), or Jira is a plus.
Exposure to programming concepts or languages (e.g., Java) is a plus but not required.
Strong written and spoken English.
Highly organized, responsive, and dependable.
Comfortable managing multiple client conversations and accounts simultaneously.
Tech-capable with the ability to quickly learn new software tools.
Confident in on-camera meetings and professional communication.
Coachable, motivated, and interested in growing within a founding team environment.
Comfortable collaborating with technical teams and navigating software workflows.

Client Success Representative – SaaS

Key skills