Customer Support Specialist II

Summary

Join PartnerHero as a full-time Disaster Recovery Specialist working remotely in the US! You will onboard new clients, manage existing client portfolios, and guide them through the disaster recovery process. This role involves direct client interaction via text, phone, and email, creating personalized recovery roadmaps, and collaborating with internal teams. You'll need strong communication, problem-solving, and customer success experience. PartnerHero offers competitive compensation, a dedicated wellness program, attractive benefits, paid sabbatical leave, and various training opportunities.

Requirements

• Demonstrate the ability to build trust and rapport with clients
• Be skilled in managing multiple priorities and maintaining strong follow-through
• Be proficient in verbal and written communication, with active listening abilities
• Possess the ability to assess client needs and recommend effective solutions
• Have minimum 2+ years in customer success, client management, or related roles
• Be proficient with customer relationship management tools to track and support client progress

Responsibilities

• Onboard new clients and establish strong, trust-based relationships to ensure a smooth and positive introduction to services
• Guide clients through onboarding and educate them about tools and resources
• Manage a caseload, serving as the main point of contact during clients' recovery journey
• Conduct regular check-ins to address challenges, monitor progress, and provide tailored recommendations
• Collaborate with internal specialists to create and execute customized recovery roadmaps
• Ensure key milestones are achieved and clients are connected to appropriate resources
• Work with marketing and product teams to gather client feedback
• Identify opportunities to enhance the customer experience and refine internal processes
• Contribute to developing scalable tools and resources for future clients

Preferred Qualifications

• Have familiarity with disaster recovery, social services, or related fields
• Have experience in an early-stage startup environment
• Be comfortable taking initiative in a fast-paced, dynamic environment

Benefits

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development