Client Relations Specialist, 1-year contract

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

📋 Description

• Client Relations Delivery — Address and resolve client inquiries through various communication channels (email, chat, ticketing) during evening shifts, ensuring a positive user experience.

• Sales Lead Generation — Gradually learn to identify and highlight potential sales opportunities that arise during client interactions.

• User Feedback & Insights — Gather and document user feedback, identifying recurring issues and trends to inform product and process enhancements.

• Knowledge Base & Content Maintenance — With guidance, write and update help articles, how-to guides, FAQs, and troubleshooting documentation; progressively contribute to enhancing content for better discoverability by AI-driven search engines and support tools.

• Help Content Quality — Regularly assess existing help center content for accuracy and relevance, ensuring resources remain up-to-date and comprehensive.

• Platform Expertise — Cultivate and sustain a solid understanding of Infogram's features, plans, and standard workflows to provide precise and effective assistance.

⛳️ Requirements

• Experience in a client-facing role, preferably in a SaaS or digital product environment, with strong communication skills with clients.

• Excellent written communication abilities in English; proficiency in additional languages is advantageous.

• Willingness to work an evening shift schedule (3:00 PM – 11:00 PM CET).

• Ability to create clear, well-structured content, with a keen interest in developing user-facing materials like help articles, reply templates, and automated responses.

• An empathetic, patient, and solution-focused approach to client interactions.

• Self-driven and capable of working independently during evening hours.

• A strong sense of ownership complemented by excellent problem-solving and research skills.

• Nice to Have: Familiarity with ticketing systems (e.g., Zendesk, Intercom, or similar).

• Knowledge of knowledge base tools and a fundamental understanding of SEO or AI-optimized content principles.

• Experience with data visualization or content creation tools.

• Familiarity with Infogram or similar platforms (e.g., Canva, Piktochart, Venngage).

• Experience in contributing to help center or knowledge base content.

• Basic knowledge of CRM tools (e.g., Salesforce, HubSpot).

🏝️ Benefits

• A fully remote-first, flexible work environment - perfect for balancing with studies or other commitments.

• Collaborate with teammates from over 15 countries.

• Flexible time off to support work-life balance.

• Remote perks to enhance your home working experience.

• Health insurance, along with sports and well-being perks.

• Option to work from the Riga city center office.