is looking for a reliable, detail-oriented Client Success Support Assistant to support our client success team.

This is a behind-the-scenes operational role. You won't be responsible for retention or refund calls themselves. Instead, you'll take the information from those calls and make sure every promised action is communicated clearly, completed correctly, and followed through to completion.

What You'll Do

Draft and send post-call client email s using approved templates.

Clearly communicate decisions, refund details, timelines, and next steps.

Own client email threads and ensure questions are answered the same business day.

Send precise action requests to internal teams such as Support, IT, Design, Ads, and Coaching.

Track every request until it is fully completed and confirmed.

Follow up with internal teams when deadlines are missed.

Maintain accurate case trackers and weekly reports in Google Sheets.

Ensure client records, names, dates, figures, and other details are accurate before anything is sent.

Use AI tools to help draft email s, summaries, and internal requests while carefully fact-checking all AI-generated content.

Handle sensitive client and financial information with discretion.

What We're Looking For

Required

Native or near-native written English.

Excellent professional email -writing skills.

Experience writing client-facing communication in another person's or company's voice.

Background in Customer Success, Retention, Account Management, Executive Assistance, Operations, or a similar role.

Comfortable communicating financial decisions, refunds, and other potentially difficult information professionally and clearly.

Extremely organized with strong attention to detail.

Excellent follow-through and ability to manage tasks independently without constant supervision.

Comfortable using AI tools for drafting and administrative work.

Strong judgment and a habit of fact-checking information before sending it.

Able to handle confidential and sensitive information professionally.

Reliable availability during EST business hours.

Nice to Have

Experience in coaching, education, or high-ticket programs.

Experience with refunds, chargebacks, disputes, or similar workflows.

Experience maintaining trackers and reports in Google Sheets.

Experience working with ticketing or CRM systems.

Work Arrangement

Part-time contractor

Remote

EST working hours

$8–$16 USD/hour, depending on experience

Long-term opportunity for the right person

This role involves access to sensitive client and financial information. An NDA and data-handling agreement will be required before access is granted.

How to Apply

Please Include

A brief introduction and summary of your relevant experience.

Examples of similar client-facing or operational work you've handled.

Your experience using AI tools professionally.

Your availability during EST hours.

Your desired hourly rate.

Important: Please answer the following questions in your application

A client enrolled in a coaching program for $6,000 three weeks ago. They haven't had enough time to use the program and are requesting a full refund. The policy states there are no refunds after 14 days. The only authorized resolution is a 50% refund ($3,000) to the original card, processed within 5–7 business days, cancellation of remaining installments, and termination of program access effective today. The client needs to confirm by Friday whether they accept.

Draft a 150–200 word email communicating this decision professionally.

Describe a time you had to deliver financial or contractual news in writing that the recipient did not want to hear. What did you write, and what would you change if you were rewriting it today? You're given a strict internal template for sending requests to other teams. It says: no pleasantries, no additional context, and no editorializing. You personally believe adding context would make the request clearer. What would you do? You use an AI tool to draft a client email from a case summary. Walk us through exactly what you would check before sending the email . Tell us about a recurring task you owned end-to-end without someone checking your work every day. How did you make sure nothing slipped through the cracks? Give an example of something that almost did.

We're looking for someone who is extremely reliable, precise, professional, and comfortable taking ownership of client requests from start to finish.

If that sounds like you, we'd love to hear from you.