Client Support Specialist

Woflow is the leading merchant experience platform that empowers technology platforms to onboard and manage their merchant data. By deploying AI and human-in-the-loop processes, we extract, enhance, and connect catalog and image data. To date, our platform has supported millions of businesses – from SMBs to enterprise retailers – in succeeding on platforms like Uber, Walmart, Square, DoorDash, Toast, Lightspeed, and many others.

We are looking for a Client Support Specialist who can bring expertise and dedication to supporting our clients and ensuring a seamless onboarding process onto our platform.

Role Overview:
As a Client Support Specialist, you will be responsible for onboarding merchants to our tech platform and providing ongoing support to American clients. You’ll play a vital role in ensuring client satisfaction by assisting with technical issues and fostering a positive user experience.

This role requires someone who can operate effectively under pressure, manage urgent timelines, and confidently handle escalations while maintaining a high level of professionalism and empathy.
You should be highly organized, with strong project management skills, and capable of balancing multiple client needs without compromising quality or responsiveness.

Key Responsibilities:
- Support merchants through a full end-to-end platform onboarding process, guiding them in adapting to our tool and troubleshooting any issues.
- Engage with clients via email and phone, ensuring all interactions are handled with professionalism and clarity.
- Respond to and resolve technical inquiries in a timely and efficient manner.
- Maintain accurate records of interactions and follow up to ensure client satisfaction.
- Collaborate with cross-functional teams to escalate and resolve complex issues.
- Own and manage urgent client requests and escalations, ensuring timely resolution while keeping stakeholders informed.
- Prioritize and manage multiple workflows simultaneously, ensuring deadlines and service-level expectations are consistently met.
- Exercise strong judgment in client communication, especially during escalations, by acknowledging issues, demonstrating accountability, and avoiding overly scripted or tone-deaf responses.


Requirements:
- Experience: At least 5 years of experience in client success or account management, with a proven track record of overseeing client accounts and effectively managing interactions across multiple communication channels (chat, email, and calls). Prior experience in a senior, lead, or managerial capacity is highly preferred.
- B2B Technical Solutions: Proven experience in providing B2B technical solutions, including resolving complex technical issues, assisting with system integrations, and delivering tailored product implementations, while maintaining strong client relationships and ensuring adherence to service-level agreements (SLAs).
- Client Engagement: Demonstrated expertise in supporting U.S. clients, prioritizing exceptional customer satisfaction.
- Language: Fluent in English, with strong written and verbal communication skills. You can break down and articulate complex ideas in simple, understandable ways.
- Organization: Highly organized with strong attention to detail. Have a great approach to high-level accuracy within a deadline-driven environment.
- Organization & Project Management: Highly organized with strong project management skills, capable of managing competing priorities, tracking progress across multiple clients, and delivering within tight deadlines.
- Escalation Management: Proven ability to handle high-pressure situations, urgent timelines, and client escalations with professionalism, accountability, and sound judgment.
- Communication Judgment: Demonstrated ability to communicate thoughtfully during sensitive situations, ensuring responses are empathetic, context-aware, and not overly reliant on templates or scripts.
- Adaptability: Comfortable working in a dynamic startup environment and taking ownership of client issues. You are highly proactive, curious, driven, and self-sufficient.

Benefits:
- Fully remote full-time job - work from anywhere in the world!
- Competitive salary
- Initial training and continued team support provided.
- Grow with us as we grow!

If you are interested, please submit your application along with your resume.

Thank you.