Job Description
Tier 1 Client Success Specialist
Salary Range: $48,600 to $51,300
Location: Remote- USA
At JDA TSG, we equip many of the world’s major brands with top-tier specialized talent, business process expertise and technologies to drive their organizations in exciting new directions. What makes us the partner of choice for the most experience-obsessed brands worldwide. We apply extensive due diligence up front to ensure that our teams and talent will be a cultural fit and can make a difference from the very start. And we’ve established a reputation for bringing exceptional focus, flexibility, and confidence with every client we serve.
We have an immediate opportunity for a Client Success Specialist to provide technical support across the client’s HRIS platform. In this role you will handle inbound phone calls, support tickets, tasks, projects and escalated tickets. The ideal candidate has strong troubleshooting skills, a passion for customer satisfaction, and the ability to collaborate cross-functionally to drive continuous improvement in support operations.
Key Responsibilities:
- 2+ years of experience in customer support, technical support, or a related role, preferably in a SaaS or HR tech environment.
- Experience in SaaS environment, HR, or specific domains (such as payroll, benefits, compliance)
- Excellent problem-solving and analytical skills, with a track record of handling complex customer issues.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Experience with support tools such as Zendesk, Salesforce, HubSpot, or Intercom is a plus.
- Ability to work cross-functionally with Product, Engineering, and Customer Success teams.
- Self-motivated with a proactive approach to customer service and process improvement.
The experience you’ll need to excel in the role:
Escalation Management & Specialized Support:
- Act as a subject matter expert (SME) on the client’s HRIS platform.
- Handle escalated cases that require in-depth knowledge and advanced troubleshooting.
- Ensure high-quality issue resolution by following established escalation processes and collaborating with Tier 1 and Tier 2 support teams.
- Provide timely and clear communication to clients and internal stakeholders on escalated issues.
Customer Support & Task Management:
- Resolve support inquiries via phone and ticketing system that require generalist support.
- Assist in investigating and resolving customer issues that impact multiple teams or clients.
- Work with cross-functional teams, including Product, Engineering, and Client Success Managers (CSMs), to identify and resolve recurring support challenges.
- Maintain ownership of assigned tasks and projects to improve customer experience and support efficiency.
Process Improvement & Knowledge Sharing:
- Identify trends in support tickets and escalations to recommend process improvements in order to reduce ticket volume and enhance first-contact resolution.
- Contribute to internal knowledge bases by documenting best practices, solutions, and troubleshooting guidelines.
- Seek out learning opportunities to grow your knowledge of the client’s HRIS product as well as specific domains such as payroll, benefits, etc.
Customer Experience & Relationship Management:
- Provide a customer-centric approach in all interactions to ensure high customer satisfaction (CSAT).
- Proactively communicate with customers and internal teams to manage expectations on issue resolution.
- Advocate for customer needs by relaying feedback to Product and Engineering teams to improve service offerings.
Performance Metrics & Reporting:
- Meet or exceed SLAs for response and resolution times for all tickets and call volume.
- Maintain an 80%+ CSAT score by delivering high-quality support experiences.
- Provide insights on escalation trends, ticket resolution efficiency, and areas for process improvements.
The experience you’ll need to excel in the role:
- 2+ years of experience in customer support, technical support, or a related role, preferably in a SaaS or HR tech environment.
- Experience in SaaS environment, HR, or specific domains (such as payroll, benefits, compliance)
- Excellent problem-solving and analytical skills, with a track record of handling complex customer issues.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Experience with support tools such as Zendesk, Salesforce, HubSpot, or Intercom is a plus.
- Ability to work cross-functionally with Product, Engineering, and Customer Success teams.
- Self-motivated with a proactive approach to customer service and process improvement.
About JDA TSG:
Since 2011, our mission has remained the same: to partner with clients helping to solve the toughest problems facing their businesses. We have been successful by applying a dynamic and forward-facing approach to business process improvement, outsourced managed services, best leveraging of technologies and talent solutions.
Our core values provide the framework that allows us to continually focus on what made us successful in the first place. Quite simply, our values inform everything that we do. We knew from day one that if we hired smart, passionate people and provided them meaningful yet challenging roles, we would thrive as an organization.
Benefits and Perks:
- Healthcare - Comprehensive coverage for you and your family
- Employee Assistance Program - Get support when you or your family need it with counseling and coaching
- 401K with company match
- Paid time off
- Paid parental leave
- Volunteer Day Off
- Life insurance - Protect your loved ones and their future
- Business travel accident insurance
JDA TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are interested in every qualified candidate who is eligible to work in the United States.
