Client Success Specialist

About the role

The Client Success Specialist ensures small business clients can effectively use and grow with Thryv’s platform. You will provide accurate, responsive support via phone, chat, and email, contributing to client satisfaction and retention.

Key responsibilities

• Resolve client software and technical inquiries through phone, chat, email, and virtual appointments, offering step‑by‑step troubleshooting.
• Educate clients on platform features, demonstrate capabilities, and recommend improvements for daily use.
• Lead issue resolution, coordinate with internal teams, and keep clients informed throughout the process.
• Maintain detailed records of interactions, technical issues, and solutions.
• Escalate complex issues to higher‑level support or appropriate internal teams.
• Identify opportunities to recommend additional platform features or services that support client growth.

Required profile

• Bachelor’s degree or equivalent experience.
• Minimum 2 years of related experience in client support or technical assistance.
• Advanced knowledge of platform features sufficient to educate clients and troubleshoot issues.
• Strong communication skills in English and Spanish, with the ability to build rapport across phone, chat, and email.
• Customer‑service orientation and ability to manage multiple concurrent interactions in a fast‑paced environment.
• Experience with CRM platforms and standard office productivity software.
• Ability to work independently and collaboratively within a remote, technology‑driven team.

Required skills

• Methodical technical troubleshooting.
• Escalation management to specialized support when needed.

What we offer

• Private medical insurance covered by the company.
• Meal subsidy and electricity & internet subsidies.
• Remote work flexibility.
• Life insurance and legal benefits.
• Education subsidy and paid time off during winter.
• Flexible extra time off and a focus on work‑life balance.