Client Services Operations Associate | Remote from Pakistan

About the company: Hiring for an operator-led acquirer of software businesses with a focus on long-term value creation and preserving the legacy of our acquired businesses.

Job Description

As our first Client Services Operations Associate, you will own the systems and processes that power our Support, Implementation, and Technical Services teams. You will manage and optimize tools such as Zendesk and Rocketlane, define and track key performance metrics, and help streamline project, ticket, and client onboarding processes. Your work will empower the Client Services department to deliver exceptional experiences to the company's growing customer base. This is a remote opportunity, and candidates are expected to have some overlap with North American hours.

Key Responsibilities

Manage and Optimize Client Services Systems

• Administer Zendesk and Rocketlane to support workflows across all Client Services teams.
• Build automations, triggers, and dashboards that improve visibility and efficiency.
• Ensure data integrity and alignment across Client Services, CRM, and DevOps systems.
• Facilitate feedback loops between Client Services and other departments to reduce delivery time.

Drive Operational Reporting and Insights

• Define and track key metrics, including project profitability, time-to-value, risk level, and team capacity.
• Develop clear, actionable reporting for leadership to support strategic decisions.
• Identify trends and bottlenecks to continuously improve service performance.
• Develop and maintain capacity and utilization models to support staffing requirements.

Standardize and Document Client Services Processes

• Support client onboarding coordination by improving workflows and communication channels.
• Create and maintain internal SOPs and onboarding documentation.
• Streamline handoffs between teams to ensure consistent client experiences.
• Partner with Product, Engineering, and Sales to ensure insights into the roadmap and planning.

Qualifications

• 2 to 4 years of experience in client success or CX system administration, ideally for a SaaS company.
• Hands-on experience managing Zendesk and Rocketlane.
• Excellent communication, organization, and problem-solving skills.
• Strong analytical skills with proficiency in Excel for performance reporting.
• Familiarity with CRM systems (e.g., HubSpot, Salesforce) and DevOps tools (e.g., Azure, Jira).
• A proactive, systems-minded approach to improving how teams work and deliver value to clients.

Other Details:
Experience: 2-4 years
Timings: US Time Zone

Apply at jobs@hrways.co

About HR Ways:

HR Ways is an award-winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide, ranging from the world's biggest SaaS Companies to the most competitive Startups. We have entities in Dubai, Canada, the US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil, and other parts of the world. Join our WhatsApp Channel https://shorturl.at/983az to stay updated or visit www.hrways.co to know more.

Job Type: Full-time

Pay: Rs140,000.00 per month

Work Location: In person