Customer Success Associate

Respage | Full-time | Fully remote | Must live in PA, NJ, DE

Respage is hiring a Customer Success Associate for a high-ownership, fast-moving Customer Success role. This is not a “light support” position—this is a demanding, accountability-driven role where you will manage a constant flow of client requests and take initiative head‑on every day.

You will be the frontline owner of our Support Inbox and website/dashboard chat, responding to clients, triaging issues, documenting requests, and driving them to resolution. You will also be accountable for a small portfolio of clients, supporting weekly maintenance and proactive communication. You’ll partner closely with our Customer Success Managers (CSMs) to ensure client services are fully set up and supported—especially when new orders come in.

Alongside these Customer Success responsibilities, you’ll help create and manage social posts for Respage’s clients, support their reputation management, and complete special projects with our marketing manager as needed.

• Own the daily flow of incoming support emails and client chat messages from our website and dashboard.
• Respond quickly and professionally, gather details, and provide clear next steps.
• Triage requests: determine if the issue is user error, setup gap, product limitation, or a possible defect—and route accordingly.
• Track requests through to completion with consistent client updates and follow‑through.

• Be accountable for a small group of assigned clients to support ongoing maintenance and weekly touchpoints.
• Maintain consistent communication cadence (weekly check‑ins/status updates as appropriate).
• Track open items, requests, and follow‑ups to ensure nothing slips and clients feel continuously supported.
• Proactively surface risks, recurring issues, or upcoming needs to the CSM team.

• Partner with CSMs to ensure client services are set up completely and launch requirements are met.
• When new orders come in, proactively start your portion of the work immediately—no waiting to be told.
• Ask smart questions early (internally) to avoid delays, prevent rework, and keep rollouts moving.
• Maintain accurate documentation so internal teams can act fast and clients get consistent answers.

• Research and troubleshoot client issues using available tools, internal documentation, and product context.
• Identify patterns and recurring issues, document them, and elevate when needed.
• Recognize potential bugs and work with technical teams to provide strong notes, reproduction steps, and impact.

• Deliver consistently strong written communication—clear, calm, and action‑oriented.
• Manage multiple requests at once with strong organization, prioritization, and time management.
• Maintain a “finish the job” mindset: you own outcomes, not just responses.

• Help create and manage social posts for Respage’s clients.
• Support reputation management for Respage’s clients.
• Complete special projects with our marketing manager as needed.

• Strong accountability and initiative: you take ownership, you don’t wait, and you see tasks through.
• Ability to thrive in a high-volume, request-driven environment where the work is always moving.
• Excellent customer-facing communication skills (email + chat): professional, clear, and empathetic.
• Strong judgment and problem‑solving: you can quickly gather facts, diagnose, and decide what to do next.
• Strong organization and time…