About the role
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Job Title: Client Success & CRM Operations Specialist
Location | Remote
Time Zone | US Time Zones (EST–PST)
Role Overview
We are seeking a Client Success & CRM Operations Specialist to manage the client journey from lead qualification through onboarding and retention. This full-time, hands-on role combines high-volume client communication with accurate CRM management and sales pipeline support. The ideal candidate is highly organized, detail-oriented, and great at building client relationships.
Key Responsibilities
- Manage high-volume inbound and outbound client communication across email, SMS, phone, and CRM platforms while meeting fast response-time targets
- Qualify incoming leads by collecting key information and prepare complete prospect profiles for the sales team
- Route clients to the right team member or specialist based on their needs, ensuring smooth handoffs and higher close rates
- Maintain complete and accurate client and prospect records, including data cleansing, enrichment, and case notes
- Support client onboarding within the CRM, ensuring correct workflow setup and data integrity
- Coordinate client engagement campaigns, automated follow-up sequences, and payment plan follow-ups
- Ensure zero missed follow-ups through structured task management and proactive pipeline tracking
- Handle escalations and complex client inquiries, delivering timely and customer-focused resolutions
- Monitor and report on pipeline activity, engagement metrics, and service performance
- Identify opportunities to improve CRM workflows, data handling standards, and internal processes
- Collaborate with sales, operations, and support teams to keep communication and service delivery consistent
Required Qualifications
- Experience in client success, customer support, CRM operations, or sales support roles
- Hands-on experience with CRM platforms such as GoHighLevel and/or HubSpot, including pipeline management and data maintenance
- Proven experience with lead qualification, follow-up management, and sales handoff processes
- Experience managing high-volume, multi-channel client interactions in fast-paced, target-driven environments
- Strong attention to detail with a focus on data accuracy and reporting
- Strong written and spoken English with a clear, professional, customer-facing communication style
- Ability to manage multiple tasks, campaigns, and priorities at the same time
- Must have prior remote work experience, be fluent with remote collaboration tools and platforms (such as Slack, Zoom, Google Workspace, Asana, or similar), and have ideally worked with US or UK-based companies. Applications without this experience will not be considered.
Preferred Qualifications
- Experience building or managing CRM automations and follow-up sequences
- Team leadership or escalation-point experience in customer operations
- Experience with appointment setting or outbound outreach
- Exposure to AI-enabled tools (such as Microsoft Copilot or similar)
- Flexibility to work shift-based hours when needed
- Additional language skills are a plus
Tools & Technology
- GoHighLevel
- HubSpot
- Google Workspace
- Airtable, Notion, ClickUp, or Trello
- Slack, Zoom, and other remote collaboration tools
Please NOTE
It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps—the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.
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