Client Success Associate

About the role

Thryv, a work-from-anywhere company that provides software and automation tools for small businesses, is looking for a Client Success Associate. The role ensures small business clients can use and grow with the platform through accurate, responsive support by phone, chat and email, resolving day-to-day questions and technical issues.

Key responsibilities

• Resolve client software and technical inquiries by phone, chat, email and scheduled virtual appointments, giving troubleshooting and step-by-step instructions.
• Educate clients on platform features and functionality, recommending ways to improve their daily use.
• Lead resolution of reported issues, coordinating with internal teams and keeping clients informed.
• Maintain detailed records of client interactions, issues and solutions for consistent follow-up.
• Escalate complex or unresolved technical issues to higher-level support or internal teams.
• Identify opportunities in client conversations to recommend additional features or services that support business growth.

Required profile

• Associate's degree (or international equivalent) or equivalent experience; bachelor's degree preferred.
• Up to 2 years of related experience required; 2+ years preferred.
• Advanced knowledge of platform features and functionality, able to teach clients and troubleshoot.
• Ability to communicate clearly and build rapport across phone, chat and email, and to handle several client interactions at once.
• Proven ability to troubleshoot technical issues and know when to escalate.
• Ability to work independently and collaboratively in a remote, technology-driven team, and to travel less than 5% of the time.
• Able to complete pre-employment screening and any required training or orientation.

Required skills

• Working knowledge of customer relationship management platforms and standard office productivity software.
• Customer service orientation and ability to work in a fast-paced environment.

What we offer

• Private medical insurance and life insurance.
• Remote work.
• Electricity and internet subsidy.
• Flexible extra time off and paid time off during winter.
• Benefits around health and wellness and continued education.