Customer Success Associate

Summary

HelloTeam is an HR technology platform that helps organizations improve employee experiences and manage HR processes. The Customer Success Associate supports clients throughout onboarding, platform setup, training, troubleshooting, and ongoing use of the HelloTeam platform while coordinating with internal teams to resolve issues and improve adoption.

Responsibilities

• Respond to client questions and support requests through phone, email, and other support channels
• Guide new clients through onboarding, platform setup, configuration, and implementation
• Conduct client training sessions and explain platform functionality in a clear and approachable way
• Troubleshoot platform issues, identify potential causes, and provide timely resolutions or next steps
• Manage client issues from initial request through resolution, including coordinating internal escalations when necessary
• Document client interactions, issues, troubleshooting steps, and progress within internal systems
• Help clients understand platform best practices and identify opportunities to improve adoption and utilization
• Collaborate with Product, Engineering, and other internal teams to investigate and resolve client issues
• Communicate product updates, configuration recommendations, and solutions clearly to clients
• Identify recurring questions, issues, or areas of confusion and help improve internal documentation and client resources
• Manage multiple client requests and priorities while maintaining a high level of responsiveness and service

Skills

• 1–3+ years of experience in customer support, client services, implementation, customer success, or a related role
• Strong written and verbal communication skills
• Ability to explain technical concepts and software functionality to users with varying levels of technical experience
• Strong troubleshooting, problem-solving, and diagnostic skills
• Comfortable learning new software and becoming a knowledgeable resource for clients
• Strong organizational skills with the ability to manage multiple priorities and client requests
• Ability to work independently while collaborating effectively with a broader team
• Proactive and resourceful approach to solving problems
• This is a **remote position** and requires the ability to work effectively from a home office environment
• Experience supporting a SaaS product is preferred but not required
• Previous experience in customer support, technical support, SaaS implementation, or client onboarding
• Experience working with HR technology or HR software
• Previous experience with Paychex Flex is a plus but not required
• An Associate's or Bachelor's degree in Communications, Business Administration, Information Systems, or a related field is preferred but not required

Qualifications

Must Haves

• 1–3+ years of experience in customer support, client services, implementation, customer success, or a related role
• Strong written and verbal communication skills
• Ability to explain technical concepts and software functionality to users with varying levels of technical experience
• Strong troubleshooting, problem-solving, and diagnostic skills
• Comfortable learning new software and becoming a knowledgeable resource for clients
• Strong organizational skills with the ability to manage multiple priorities and client requests
• Ability to work independently while collaborating effectively with a broader team
• Proactive and resourceful approach to solving problems
• This is a **remote position** and requires the ability to work effectively from a home office environment

Nice to Haves

• Experience supporting a SaaS product is preferred but not required
• Previous experience in customer support, technical support, SaaS implementation, or client onboarding
• Experience working with HR technology or HR software
• Previous experience with Paychex Flex is a plus but not required
• An Associate's or Bachelor's degree in Communications, Business Administration, Information Systems, or a related field is preferred but not required

Benefits

• Remote position
• Ability to work effectively from a home office environment