Open RoleCompensation: Salary

Client Success & Technical Support Manager

Own client support, technical troubleshooting, and data integrity.

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Status
Accepting Applications
Type: Full-Time
Location: Remote (Global)
Compensation
Salary
Salary:Competitive salary (DOE)
Bonuses:Performance bonuses tied to CSAT and resolution metrics
Growthpath:Growth path into Head of Client Success or Operations
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Summary

Frontline problem-solver ensuring fast responses, clean data, and excellent client experiences across app, billing, and course access.

About the Role

About Us

We are Shay Better Coaching / HerPocketCoach, the #1 Love Mastery agency in the world. We serve women globally through premium coaching, transformational programs, and our cutting-edge app. Our standard is excellence, and that means every client must feel supported, seen, and cared for.

The Role

You are the frontline problem-solver for our clients. From login issues to billing questions, from course access errors to CRM hiccups — you own the client experience and make sure no problem lingers. You'll manage our support inboxes, troubleshoot technical concerns, escalate system bugs to the development team, and ensure the database stays clean and accurate. This role blends customer care, technical troubleshooting, and operational coordination.

Own client success and technical support. Resolve tickets quickly, troubleshoot issues, escalate bugs with clarity, and maintain data accuracy to protect client trust and experience.

Responsibilities
  • Respond to and resolve client support tickets (login issues, billing questions, course access problems).
  • Manage helpdesk inbox (email, chat, or ticketing system) with fast response times.
  • Troubleshoot technical concerns, reproduce bugs, and escalate to development with clear documentation.
  • Monitor system dashboards, user data, and error reports to proactively flag issues.
  • Maintain and update customer database: clean records, merge duplicates, monitor statuses.
  • Provide VIP client support when escalations arise.
  • Document FAQs, build knowledge base articles, and update client onboarding instructions.
  • Collaborate with operations and dev teams to improve backend stability and customer experience.
  • Track KPIs (response time, resolution time, customer satisfaction scores).
Requirements

General

  • 3+ years in customer success, technical support, or client-facing operations
  • Strong communication skills (warm, professional, and clear)
  • Tech-savvy with CRMs, course platforms, and ticketing systems
  • Ability to troubleshoot basic technical issues and speak developer language when escalating
  • Organized, detail-oriented, and proactive
  • Calm under pressure; strong problem-solving mindset

Must-Haves

  • 3+ years in customer success, technical support, or client-facing operations
  • Strong communication skills (warm, professional, and clear)
  • Tech-savvy with CRMs, course platforms, and ticketing systems
  • Ability to troubleshoot basic technical issues and communicate clearly with developers
  • Organized, detail-oriented, and proactive
  • Calm under pressure; strong problem-solving mindset

Nice-to-Haves

  • Experience in SaaS, coaching, or online education businesses
  • Familiarity with tools like HubSpot, GoHighLevel, Klaviyo, Airtable, or HelpScout/Zendesk
  • Comfort with light database queries or analytics
KPIs
  • First response time: < 12 hours (business days)
  • Resolution time: < 48 hours for standard issues
  • Customer satisfaction (CSAT): >= 90%
  • Database accuracy: >= 98% clean records
  • Escalation documentation accuracy: 100%

Apply for Client Success & Technical Support Manager

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Role-specific questions

How to Apply

Click Apply Now and submit your resume, cover letter, and answers to the screening questions. Applications without completed screeners will not be considered.