Client Advocate

Job Summary

To support customer success, the full-time Client Advocate will provide technical troubleshooting and exceptional customer care remotely, managing customer issues from initial contact through resolution across various communication channels.

Key responsibilities

• Serve as a trusted resource for customers, investigating and resolving product and technical issues through troubleshooting and research
• Own customer cases from intake to resolution, ensuring timely follow-up and clear communication
• Identify recurring customer challenges and collaborate with internal teams to enhance products and processes

Required qualifications

• 2+ years of experience in technical support, customer support, IT help desk, or contact center environments, preferably with SaaS products
• Experience assisting customers through multiple support channels, including phone, chat, and ticketing systems
• Strong troubleshooting and analytical skills with the ability to investigate issues beyond scripted responses
• Familiarity with case management or CRM platforms such as Salesforce or Zendesk
• Experience with Knowledge-Centered Service (KCS) practices, or a willingness to learn and apply them quickly