Client Support Associate

Role Overview

We’re hiring a patient, detail‑oriented support professional to become a Novela product expert. You’ll guide vendors and couples through onboarding, answer product questions via chat/email, organize help content, and turn feedback into improvements. Success is measured by fast, friendly resolutions and smooth activations on the platform.

What You’ll Do

• Frontline Support: Triage and resolve tickets via chat/email (HubSpot); escalate edge cases appropriately
• Onboarding: Run light‑touch walkthroughs for vendors and couples; ensure accounts are configured correctly
• Education: Maintain FAQs, help center docs; propose updates based on ticket trends
• Quality & Compliance: Follow SOPs for data accuracy and privacy; keep records complete and current
• Issue Tracking: Tag and summarize product issues; collaborate with the team on fixes and workarounds
• Delight: Proactive follow‑ups after resolution; gather CSAT feedback and testimonials where appropriate

What You’ll Bring

• 2 - 3 years in customer support, onboarding, or client success, ideally in SaaS/marketplaces/hospitality
• Clear written and spoken English
• Fast learner with strong process discipline; comfortable using ticketing tools and knowledge bases
• Empathy and patience under pressure; excellent attention to detail