Client Support Specialist

About the Company:
At In All Media, we craft bespoke, highly specialized teams that effortlessly merge with our client's processes and culture, delivering unparalleled results. Our Queens headquarters anchors our global reach, with a diverse talent pool distributed across the Americas, Europe, and Asia. This allows us to execute our Nearshore model efficiently in all three regions. Since our inception, we have employed an agile, remote, and distributed model, allowing us to tap into the world's finest technical talent, regardless of location, adapting methodologies like SAFe to perfectly align with our client's needs. To support our expanding customer base, we’re seeking a proactive and personable Client Support Specialist to join their team and help clients get the most from the platform.

Role Summary:
As a Client Support Specialist, you’ll be the go-to contact for customers—guiding them through onboarding, offering technical support, and ensuring they thrive with the platform. This role combines relationship-building, technical troubleshooting, and strategic insight to drive customer satisfaction and long-term loyalty.

Your Responsibilities:

• Lead new clients through onboarding and initial training
• Deliver prompt, thoughtful assistance via chat, email, and phone
• Diagnose and resolve technical issues, collaborating with internal teams as needed
• Monitor client usage and proactively address engagement challenges
• Relay customer insights and feedback to product and development teams
• Educate users on new features and best practices to encourage platform adoption
• Foster strong client relationships by understanding their objectives and aligning them with platform functionality
• Support renewals and identify upsell opportunities by reinforcing product value

What You Bring:

• 1+ year of experience in customer support, client success, or tech support (SaaS experience a plus)
• Exceptional communication skills and a service-oriented mindset
• Ability to manage multiple priorities in a fast-paced, fully remote setting
• Strong problem-solving and critical thinking abilities
• Familiarity with customer support tools, CRMs, and cloud-based platforms
• Empathy, patience, and a sincere interest in client success

What They Offer:

• $42,000 base salary with bonus potential based on performance
• 100% remote work with flexible scheduling
• A collaborative and inclusive culture with regular virtual team events
• Exposure to advanced tools and AI-powered technologies
• Career growth opportunities with mentorship and professional development
• Paid time off, wellness programs, and holiday benefits (location-dependent)

Why It Matters:
In this role, you’ll be the voice and advocate for the customer—helping them succeed and shaping their experience with the product. Your work will directly contribute to long-term client satisfaction, retention, and the company’s mission to deliver smarter solutions for modern businesses.