Her Pocket Coach

Compensation

Full Description

Client Success & Technical Support Manager Title: Client Success & Technical Support Manager Location: Remote (Global) Type: Full-Time 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. You’ll be the one protecting client trust while helping our internal teams stay ahead of issues. 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). Key Metrics (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%. Compensation • Competitive salary (DOE). • Performance bonuses tied to CSAT and resolution metrics. • Growth path into Head of Client Success or Operations. What We’re Looking For 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 speak “developer language” when escalating. • 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. Screening Questions Applicants must submit answers to the following: • Share an example of a time you resolved a difficult client issue and what you did to de-escalate it. • Walk us through your process for troubleshooting a login/access issue before escalating to developers. • What tools and ticketing systems have you used for client success/support? • How do you keep customer records clean and accurate at scale? 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. Job Type: Full-time Pay: $27,097.77 - $36,719.89 per year Application Question(s): • Share an example of a time you resolved a difficult client issue and what you did to de-escalate it. • Walk us through your process for troubleshooting a login/access issue before escalating to developers. • What tools and ticketing systems have you used for client success/support? • How do you keep customer records clean and accurate at scale? Work Location: Remote