Client Success Specialist

Fetch 📦

Client Success Specialist I at Fetch handling client escalations with a focus on service quality. Communicating effectively with clients to resolve issues and enhance satisfaction.

Posted 7/9/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $40,000 - $50,000 per yearWebsite

About the role

Key responsibilities & impact

Receive and document client escalations through various communication channels (phone, email, chat).
Investigate and assess the nature and severity of each escalation.
Collaborate with team members and relevant departments to gather necessary information to resolve the issue.
Work closely with clients to understand their concerns and expectations in order to reach a resolution.
Identify and implement appropriate solutions or escalate complex issues to higher-level support or management as needed.
Ensure timely resolution of client escalations while maintaining a high level of professionalism and courtesy.
Keep clients informed about the progress of their escalations and expected resolution timelines.
Provide clear and concise updates, ensuring clients feel heard and valued throughout the process.
Act as a point of contact for clients, answering questions and addressing additional inquiries.
Proactively identify opportunities to improve client satisfaction and loyalty.
Provide feedback and suggestions to the management team for process improvements and service enhancements.

Requirements

What you’ll need

Minimum of an Associate’s degree in Business Administration, Communications, or a related field or an equivalent combination of education and experience.
Previous customer service or client support experience is preferred.
Exceptional written and verbal communication abilities, with a focus on delivering professional status updates, escalation outlines, and service disruption announcements to various audiences like clients, onsite staff, operations, and executives.
Strong analytical and data interpretation capabilities: CSS1s evaluate case data, SLA metrics, and volume trends to guide escalation choices instead of just following a set script.
Proven independent judgment in ambiguous situations: Because many escalations (like Tier 3 issues) lack established precedents, the role requires analyzing severity to choose between direct resolution and escalation.
Excellent problem-solving and critical-thinking abilities.
Ability to remain calm and professional in high-pressure situations.
Strong attention to detail and organizational skills.
Demonstrated ability to navigate a multi-system environment using various tools and software for communication and documentation. CSS1s routinely manage Salesforce, Hiver, JotForm, and internal SOPs simultaneously, combining information from these platforms into unified updates for clients.
Ability to work effectively in a team-oriented environment.
Multi-family industry experience is very helpful, but not required; any experience working in property management will be seen as a bonus.

Benefits

Comp & perks

Competitive wage
We understand life can get hectic, for that we offer the option to work remotely
Just like we value hard work, we also value a great work-life balance with unlimited PTO
We’ve got you covered with health, dental and vision benefits
We want to keep time on your side, so we offer a 401k plan for employees
Opportunities for advancement within the company
Comprehensive training and ongoing development
Supportive and collaborative team environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Data InterpretationProblem-SolvingAnalytical SkillsAttention To DetailOrganizational Skills

Soft Skills

ProfessionalismCalmness Under PressureTeam Collaboration

Certifications

Associate’s Degree In Business AdministrationCommunications