Client Operations Specialist

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Acquire a thorough understanding of Signpost's product offerings and service capabilities.

• Configure customer accounts, including users, routing, integrations, and credentials.

• Develop and update templated websites and landing pages utilizing approved customer content and services.

• Establish or validate connections with Yext, Google Analytics, Google Search Console, DNS, and other related marketing tools.

• Assess customer goals and expectations, ensuring alignment with Signpost's product and service solutions.

• Create and maintain implementation project plans along with supporting documentation.

• Generate task assignments, training materials, reporting requirements, process flows, dashboard metrics, and implementation checklists.

• Provide accurate timelines for project deliverables while managing client and internal workflows throughout milestones.

• Complete implementation checklists, track progress, and promptly identify any blockers.

• Collaborate with Signpost's customer-facing onboarding team regarding requirements, handoffs, and readiness for go-live.

• Execute approved back-office modifications, including website updates, content changes, user additions, and ongoing maintenance.

• Keep precise records in Signpost systems and adhere to established Standard Operating Procedures (SOPs).

• Recognize trends in service issues and collaborate with cross-functional teams to develop improvement plans.

• Partner with Sales, Account Management, and Customer Support to facilitate a seamless transition for clients.

• Perform other job-related responsibilities as assigned.

• Deliver implementations accurately and punctually, reduce the time from handoff to activation, minimize rework and escalations, maintain setup documentation, and comply with Signpost processes and quality standards.

⛳️ Requirements

• 2–4 years of experience in SaaS onboarding, implementation, technical support, web operations, or customer operations.

• Proficient in training clients on cloud-based software applications.

• Project management experience in a client or consulting service environment.

• Familiarity with website CMS tools, DNS, Google Analytics/Search Console, and third-party integrations.

• Experience utilizing playbooks, checklists, and ticketing/CRM systems.

• Exceptional attention to detail and the ability to manage multiple implementations simultaneously.

• Skills in business process analysis and problem resolution.

• Experience collaborating with cross-functional teams in a matrixed environment.

• Proficient in written English and reliable in asynchronous communication.

• Background in local business marketing, websites, listings, or paid social media (preferred).

• Experience supporting home-service industries such as roofing, HVAC, or plumbing (preferred).

• Basic knowledge of HTML/CSS or experience with no-code website builders (preferred).

• Self-motivated and results-driven.

• Comfortable working in a fast-paced environment.

• Ability to identify problems and implement solutions as necessary.

• Adaptable to change and eager to learn new skills.

• Strong interpersonal skills with the capability to collaborate across the organization and interact with multiple customers simultaneously.

• Daily use of standard office equipment, including computers, headsets, monitors, keyboards, and mice.

• Prolonged periods of sitting, screen usage, and phone/chat interactions.

🏝️ Benefits

• Full-time employment.

• Flexible work schedule.

• Fully remote work arrangement.