Client Services Specialist (USA)

Uplifter Inc.•Arlington, VA

2d•$55 - $60•Onsite

About The Position

Uplifter is dedicated to increasing participation in sports. We create software to help athletes, coaches, and club administrators participate in the sports they love. We are a fast-growing company from Canada. Having already established a dominant position in our Canadian market, we are creating a new product line specifically for our core sports in the United States. Our new US headquarters is located in downtown Rosslyn, across the river from Washington D.C. and with immediate Metro access and on-premises parking options. As a Client Services Specialist, you are an independent operator responsible for managing client relationships, resolving complex issues, and acting as a key bridge between clients and internal teams. You demonstrate strong judgment, take ownership, and contribute to improving both the client experience and internal processes in collaboration with the Product Team.

Requirements

Operates independently with minimal oversight
Strong client empathy and listening skills
Translates client needs into action in collaboration with the Product team
Drives issues through to resolution
Improves systems, not just works within them

Responsibilities

Own and resolve client inquiries across all support channels (tickets, chat, phone, email) with accountability.
Act as a primary point of contact for a portfolio of clients, ensuring a consistent, high-quality experience.
Troubleshoot complex issues, identify root causes, and drive resolution across teams.
Build strong client relationships through a deep understanding of their needs and workflows.
Support onboarding, training, and ongoing adoption to set clients up for long-term success.
Actively listen to client feedback and identify trends, pain points, and opportunities.
Translate insights into clear, actionable feedback for Product and internal teams.
Close the loop with clients by communicating updates and improvements.
Advocate for client needs while balancing business priorities and scalability.
Help create and improve processes, workflows, and client experience gaps.
Maintain accurate records of client interactions and solutions.
Collaborate cross-functionally to resolve issues and support client success.
Contribute to documentation, knowledge sharing, and team enablement.
Develop strong product knowledge to troubleshoot effectively and support clients.