Client Success Associate – Virtual Flex

Company

A well-established and fast-growing eCommerce company specializing in custom trade show and display solutions is looking for dedicated, client-focused team players to join its team.

Objective

As a Virtual Client Success Associate, you will often be the first friendly voice a customer encounters. You will support our US-based Client Success Team by managing live chats, answering and filtering incoming phone calls, and capturing accurate lead information before escalating qualified inquiries to the appropriate team member.

Your work will ensure that every client feels heard and cared for, while allowing our US team to focus on closing deals and serving high-value clients with speed and excellence.

THE POSITION

• This is a flexible position that will initially be part-time, as needed. Long term, we are looking for individuals who want to work and grow with us for 3 years or more.
• You will work in a fast-paced global environment and interact daily with US clients and teams based in the US and other countries.
• This position requires excellent English communication skills, both written and spoken.

PRIMARY RESPONSIBILITIES

First-Response Call and Live Chat Support

• Monitor and respond promptly and professionally to incoming website chats, following the company's chat playbook.
• Answer general questions about products, shipping, and order status, providing a warm and helpful first point of contact.
• Gather key information, such as contact details, product interest, required timelines, and quantities, and route qualified opportunities to the US Client Success Team.

Call Filtering and Lead Capture

• Handle and filter inbound phone calls, identifying genuine leads versus general inquiries or abandoned calls.
• Create contacts for unknown numbers and capture complete and accurate lead information in the CRM (Bitrix24), avoiding duplicate records.
• Escalate and assign qualified calls and chats to the appropriate Client Success Team member, providing clear notes and relevant context.

CRM and Pipeline Support

• Keep lead and communication records accurate and up to date, moving opportunities to the appropriate pipeline stage.
• Complete all required fields and notes to ensure that no information is lost as a lead progresses toward a quote or order.
• Support routine pipeline maintenance tasks, including tagging, follow-up reminders, and weekly cleanup.

Order and Follow-Up Support

• Assist the team with order status updates and customer notifications related to shipping and deliveries.
• Review call logs and recordings to determine whether a call qualifies as a sales opportunity and accurately record the results.
• Support quote and reorder follow-ups as directed by the US Client Success Team.

EXPERIENCE, SKILLS & REQUIREMENTS

• Minimum 2 years of experience in customer service, Client Success, sales support, virtual assistance, or a related client-facing role.
• Excellent English communication skills, both written and spoken, for providing support via chat, email, and phone.
• A warm, patient, and genuinely helpful attitude, always putting the client first.
• Strong attention to detail and accuracy when entering information, especially in a CRM.
• Strong analytical skills, the ability to react quickly to different situations, and the ability to thrive in a fast-paced environment.
• Productive and results-oriented, with excellent follow-up and follow-through skills.
• Tech-savvy and comfortable working with Google Workspace, eCommerce platforms, CRM systems (Bitrix24 is a plus), and AI tools such as Claude.
• Experience in graphic design, trade show displays, eCommerce, or related display/exhibition industries is highly desirable.
• Education: Bachelor's degree or equivalent experience.