Client Success Specialist

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