Client Success Specialist

hace 2 semanas

Quito Elevate Teams

The Role:

We're looking for a Talent Success Specialist to own the long-term performance, satisfaction, and retention of the Virtual Assistants (VAs) we place inside insurance agencies. This role blends people coaching, structured accountability, and problem-solving. You'll be the key link between the Virtual Assistant, their client, and our success team making sure everyone is aligned and thriving.

You will be responsible for :

  • Build strong relationships with assigned VAs through recurring 1:1s
  • Monitor satisfaction, professionalism, schedule compliance, and communication
  • Catch performance or engagement issues before they become fires
  • Lead escalations coordinating with the Client Success team when needed
  • Mentor VAs on how to grow inside their agency placement
  • Keep VA scorecards accurate and up to date
  • Own retention outcomes for your assigned VA portfolio

How Success Is Measured

  • Retention of Assigned VAs (primary measure)
  • Composite VA Scorecard Score, including:
  • Work satisfaction & communication environment
  • Schedule consistency
  • 1:1 meeting cadence compliance
  • Escalation health score

Resolution Speed & Recovery Rate on at-risk VAs

Ideal Profile:

Who You Are

  • You're supportive but hold others accountable
  • You're calm, direct, and composed under pressure
  • You enjoy problem-solving through people insights
  • You lead with emotional intelligence and clear communication
  • You help others grow, not just follow instructions

Requirements

  • English fluency (C1–C2) — written and spoken; comfortable on client-facing calls
  • Bachelor's degree in Psychology, Business Administration, HR, or similar field (preferred)
  • 2–3 years experience in one or more of the following:
  • People management or coaching
  • HR / Employee Relations / Talent Success
  • Customer Success / Account Management
  • BPO or staffing coordination
  • Strong interpersonal and communication skills
  • High emotional intelligence; able to navigate sensitive issues
  • Organized, detail-oriented, and data-driven
  • Stable internet connection and functional home office setup

What's on Offer?

  • Work in a company with a solid track record of performance
  • Attractive Salary & Benefits
  • Fantastic work culture

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