Client Operations Specialist

V

Viral Coach

Client Operations Specialist

Remote,
Full Time
Paid
  • Responsibilities

    Location: Remote / US, Canada (available MST work hours)

    Job Type: Full Time, Salary

    Industry: Digital Marketing | Sales Enablement

    About Viral Coach

    Viral Coach helps businesses grow visibility and brand presence through organic social media, paid ads, and digital marketing strategies. Our team includes social media experts with backgrounds at Amazon, PayPal, NerdWallet, and more. We work with small businesses ($1–50M revenue) and are expanding quickly to support client growth. We run fast, hold high standards, and focus on helping clients win—without drama.

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    Client Operations Specialist

    The Client Operations Specialist will be responsible for answering client queries and resolving issues via appropriate channels, maintaining knowledge of our products and services, obtaining client feedback, and providing training to new hires.

    The role requires excellent organizational and problem-solving skills, attention to detail, and a working familiarity with the methodologies, tools, and standards relevant to marketing and social media spaces. Successful candidates possess the ability to assess unique situations and present tailored solutions that foster loyalty and client satisfaction.

    This position will report to the Director of Operations, but will also support the CEO, COO, and CXO in cross-functional initiatives. They will work on initiatives relevant to improving client experience and increasing brand loyalty.

    Responsibilities

    • Promptly responding to client queries via email, and client review channels.
    • Immediately escalating serious complaints or issues that you are not equipped to deal with following documented procedures.
    • Identifying opportunities to up-sell additional services.
    • Liaising with colleagues or managers to find the best solutions to clients' issues.
    • Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
    • Facilitate high-quality client service experiences and interface with sophisticated client demographics who expect a high degree of professionalism.
    • Maintain records of client support activities.
    • Obtaining and sharing client feedback with colleagues and other departments so that products and services can be improved.

    Qualifications

    • Associate's degree in business, operations, or related field OR 2+ years of experience in Client Success or Client Support with proven Operations or Technical capabilities.
    • Good analytical skills with the ability to identify and correlate metrics relevant to client goals to drive client success and contribute to the efforts of the entire team.
    • Superb written communication, emotional intelligence, and empathy skills.
    • Comfortable working within and adapting to an evolving set of processes, with the critical problem solving skills to handle cases that are outside of process with minimal guidance.
    • Able to monitor both internal team processes and client metrics / activity.
    • Experience communicating and reporting operational data to internal teams and higher-ups.
    • Advanced IT&C knowledge and capabilities and ability to quickly learn and perform in new software environments.
    • Solid understanding of operational processes and systems
    • Strong problem-solving and analytical skills
    • Able to work independently and as part of a team
    • Proficient in Slack, Google Suite, Google Sheets, Hubspot, and other project management software
    • Ability to speak and write fluently in a second language is a plus.

    Compensation

    • Compensation for this role ranges from $65,000 to $80,000 per year depending on experience.