Respondology

Client Ops & Onboarding Specialist

Respondology

full-time

Posted on:

Location Type: Hybrid

Location: Boulder • Colorado • United States

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Salary

💰 $60,000 - $70,000 per year

About the role

  • Work directly with clients to onboard new accounts, guide platform setup, and ensure customers are configured correctly across Respondology and connected social platforms
  • Investigate and resolve client issues by diagnosing platform behavior, integrations, and configuration problems, determining root causes, and driving issues to resolution
  • Serve as a point of contact between clients, Customer Success, and internal technical teams to ensure issues are clearly understood, documented, and addressed
  • Manage multiple active client requests and issues simultaneously, prioritizing based on urgency, impact, and operational context
  • Review and audit human moderation activity for alignment with client guidelines, and respond to moderator questions or concerns through email support as needed
  • Document common issues, solutions, and workflows to improve onboarding consistency and reduce repeat troubleshooting over time
  • Identify patterns in client questions or issues and suggest process, tooling, or documentation improvements that make onboarding and support more efficient
  • Communicate clearly and proactively with clients and internal stakeholders on status, next steps, and expectations
  • Build and maintain deep knowledge of the Respondology platform and evolving social media platform requirements to stay ahead of potential issues

Requirements

  • 2–3 years of experience in a client-facing onboarding, operations, support, or technical implementation role within a B2B SaaS environment
  • Demonstrated ability to diagnose and resolve complex issues by breaking down problems, identifying root causes, and determining practical next steps across systems, tools, or integrations
  • Experience working with technical platforms or software products where you were responsible for guiding users through configuration, permissions, or platform workflows
  • Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both customers and internal teams
  • Bachelor’s degree in Marketing, Communications, Business, Computer Science, or a related field — or equivalent work experience.
Benefits
  • Equity is included for all employees
  • 100% remote or you may come into our beautiful offices if you’re near Boulder, CO—dogs welcome (our in-house happy hours are always fun)
  • Twice yearly off-sites to enjoy time together as a team
  • Flex PTO plan, generous holidays and off-week between Christmas and New Years
  • Multiple healthcare options, including plans with FSA and HSA
  • Matching traditional and Roth 401k—immediately vested
  • Family and paternity leave
  • Life Insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client onboardingplatform setupissue diagnosisconfiguration managementtroubleshootingworkflow documentationprocess improvementB2B SaaStechnical implementation
Soft Skills
communication skillsproblem-solvingprioritizationclient relationship managementteam collaborationattention to detail