Hybrid Client Ops & Onboarding Specialist

at Respondology

• Job title: Client Ops & Onboarding Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $60,000 - $70,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Boulder, United States

About the role

• Client Ops & Onboarding Specialist handling client onboarding and support for Respondology's social engagement platform. Working directly with clients to troubleshoot and resolve onboarding issues.

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

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