Client Support Associate

Role Description

This is a full-time, US-based remote position. We’re looking for a detail-oriented, organized, and client-friendly Client Support Associate to support our Client Support team. This role is focused on day-to-day execution and Tier 1 support, helping ensure clients receive timely responses, smooth onboarding experiences, and consistent follow-through.

This is not a data-focused role and not a primary client ownership role. Instead, the Client Support Associate acts as a critical support partner to Client Support Managers—handling tickets, tracking progress, coordinating updates, and helping larger projects move forward efficiently.

A Day in the Life

As a Client Support Associate, your day might start by reviewing new Tier 1 support tickets—answering common questions, resolving straightforward issues, or routing more complex items to the appropriate team. You’ll check in on onboarding timelines, update internal trackers, and make sure next steps are clearly documented.

Throughout the day, you’ll support Client Support Managers by preparing updates, coordinating tasks for onboarding or small enhancements, and ensuring nothing slips through the cracks.

Key Responsibilities

Tier 1 Client Support

• Serve as the first line of support for incoming client tickets

• Resolve basic questions and issues related to platform setup, access, and standard functionality

• Triage and escalate more complex issues as needed

• Ensure tickets are properly documented and tracked

Onboarding & Execution Support

• Support onboarding by tracking tasks, timelines, and inputs

• Assist with collecting onboarding details and documentation

• Coordinate internal handoffs and follow-ups

• Maintain onboarding and implementation trackers

Operational & Administrative Support

• Track day-to-day client updates and action items

• Maintain internal documentation

• Prepare summaries and updates for Client Support Managers

• Support larger projects with execution-level tasks

Cross-Functional Coordination

• Work closely with Client Support Managers, Technical Support, and Implementation teams

• Route client requests to the appropriate teams

• Follow up on open items to ensure resolution