Client Ops & Onboarding Specialist

Respondology • Boulder, CO

1d • $60 - $70 • Hybrid

About The Position

Respondology is the AI-powered social engagement platform that modernizes how social marketers moderate, listen to, and respond to comments at scale. The world’s top brands rely on Respondology to transform comment sections into community, commerce, and competitive intelligence. Fast to deploy and easy to use, our customers engage with over 2 billion collective followers every month. Respondology is seeking a Client Ops & Onboarding Specialist to serve as a hands-on, client-facing expert responsible for onboarding, supporting, and troubleshooting the Respondology social engagement suite, while also assisting with the day-to-day operations of our human moderator program. This role is for someone who thrives in direct client interaction, takes ownership of complex problems, and is motivated by helping customers successfully implement and operate our platform at scale. You will play a critical role in working alongside our Client Success Managers and internal operations team, translating client needs, technical constraints, and platform behavior into clear solutions that unblock users and ensure long-term client success. We are looking for a strong problem-solver with deep product knowledge and a practical understanding of social media business suites and workflows. You should be comfortable navigating backend platform configurations, diagnosing issues across social networks, and guiding clients through setup and permissions, while also supporting operational workflows related to human moderation. You understand structured troubleshooting processes, can isolate root causes efficiently, and are willing to think creatively and build repeatable solutions that make both your work and the broader team’s workflows more efficient over time. If you naturally ask “why isn’t this working?”, enjoy untangling complex setups, and want to be on the front line helping customers fully leverage Respondology’s platform, this role is built for you. The ideal candidate: Comfortable working directly with clients and owning onboarding, support, and troubleshooting conversations, including guiding customers through complex platform setups and resolving issues efficiently. Possesses strong platform knowledge and can investigate issues across Respondology and connected social platforms, using a clear and logical approach to understand what’s happening and why. Brings a practical, solution-oriented mindset and looks for ways to reduce repeat work by improving processes, documentation, or tools over time. Understands how customers use technical products and can clearly communicate client questions, patterns, and pain points back to internal teams when needed. Able to juggle multiple active issues and priorities while staying organized, responsive, and detail-oriented. Social-native and deeply familiar with the world of social media marketing, including organic, paid, and creator ecosystems. AI-native with hands-on experience building or evolving AI-powered products, and a practical understanding of how AI creates value for customers. Brings an entrepreneurial mindset, a willingness to improve how things work, and genuine interest in Respondology’s mission. Highly motivated and resourceful, with the ability to work independently through ambiguity. Extremely strong communication and organizational skills, with the ability to keep work clear, structured, and moving forward.

Requirements

• 2–3 years of experience in a client-facing onboarding, operations, support, or technical implementation role within a B2B SaaS environment, with direct responsibility for troubleshooting and customer setup.
• 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.

Nice To Haves

• Prior experience onboarding or supporting customers on complex, multi-platform SaaS products, especially where integrations, permissions, or third-party systems were involved.
• Hands-on experience working with social media platforms or tools built for marketers, including exposure to social publishing, engagement, moderation, or analytics workflows.
• Demonstrated comfort using AI-powered tools to improve day-to-day efficiency, such as accelerating troubleshooting, documentation, analysis, or internal process improvements.
• A track record of identifying recurring issues and proactively creating better workflows, guides, or solutions that reduce friction for customers and internal teams.

Responsibilities

• 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.

Benefits

• Everyone is an owner—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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level