Job Title: Client Success Advisor
Monthly Pay: $3,533 - $4,962 USD per month
Summary:
Every clear answer helps a client use a service confidently and understand the next step. As a Client Success Advisor, you guide clients through routine service questions and early usage challenges. You join the client success team and work under a customer service team lead. You work with clients, the support team, and account contacts to keep guidance consistent and requests moving. This fully remote role lets you work from home in North Carolina, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.
Job Responsibilities:
• Review incoming client emails and service tickets through a support platform such as Zendesk, identifying the question, requested outcome, and previous contact history.
• Check client account information in a CRM such as Salesforce, confirming service details and existing notes before offering guidance or recommending next steps.
• Ask clear follow-up questions to understand how the client uses the service, what they have already tried, and where they need additional explanation.
• Guide clients through standard onboarding steps and routine service features, using approved instructions from a knowledge base such as Confluence rather than making assumptions.
• Explain available service information in plain language, helping clients understand relevant features and choose appropriate next steps without making commitments outside your authority.
• Record each interaction, the guidance provided, outstanding questions, and the next action so colleagues can continue the conversation without asking clients to repeat themselves.
• Coordinate unresolved questions with the support team or account contact, sharing relevant context and confirming who will provide the next update to the client.
• Escalate recurring difficulties, unclear instructions, and requests beyond your scope to the customer service team lead, noting their effect on the client experience.
• Follow up on open requests at agreed intervals, check whether the guidance helped, and close tickets only when the outcome and remaining actions are clear.
• Maintain quality through accurate guidance, timely responses, complete notes, and dependable follow-up; share repeated questions with the team to improve future client guidance.
Qualifications:
• High school diploma or equivalent, with an interest in helping clients understand services and complete routine steps independently.
• No experience required; related experience in client support, service guidance, or online customer assistance is preferred.
• Familiarity with client onboarding, common service questions, and the difference between providing guidance and making unsupported promises.
• Comfort learning the named systems, navigating client histories, updating interaction notes, and finding approved answers before responding.
• Clear written and verbal communication, including the ability to explain instructions patiently and confirm that clients understand their next steps.
• Sound judgment when identifying missing information, recognizing questions beyond your scope, and asking the team lead for direction.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for client conversations and focused desk-based work.
• 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 home in North Carolina, with client guidance and team coordination handled online.
• Structured onboarding and training on the named systems, approved service guidance, and routine client support procedures.
• Regular check-ins with the team lead to review questions, discuss feedback, and strengthen confidence in client conversations.
• Build practical skills in client onboarding, customer education, clear explanations, and organized follow-through across service requests.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.