Customer Success Specialist

About the Company

Our Client is a highly reputable, US-based Accounting and Tax firm providing precise, timely financial services to our clients. We are expanding our dedicated back-office operations and are seeking a highly motivated Customer Success Specialist to join our team in Islamabad, Pakistan.

About the Role

The Critical Link: The Customer Success Specialist serves as the primary and central point of contact between our valued US clients and our internal accounting and tax operational teams (who may be located in Pakistan or other global locations). This crucial liaison role ensures seamless communication, timely delivery, and exceptional client satisfaction by translating client needs into actionable requests for our technical teams, and providing clear updates back to the client. This role strictly requires a proactive, 'serving' attitude and the ability to operate effectively during US Central Time (CT) business hours. Native-level English communication fluency is mandatory for building professional trust and rapport with US clients.

Responsibilities

• Central Communication Hub: Act as the exclusive point of contact for assigned clients, managing all incoming and outgoing communication related to their tax and accounting needs.
• Liaison & Translator: Effectively bridge the gap between clients and the technical operations teams (Accountants, Tax Preparers, etc.). This includes:

Translating complex client inquiries into clear, detailed instructions for the technical teams.

Translating technical outputs and status updates into easily understandable, professional responses for the client.

• Workflow Management: Coordinate and track client service requests, ensuring all internal deadlines are met by the operational teams and client deliverables are provided accurately and on time.
• Proactive Status Updates: Keep clients regularly informed about the progress of their work (e.g., tax preparation status, audit response timelines) without the client needing to ask.
• Issue Resolution & Triage: Professionally handle client concerns and identify which operational team member needs to address the technical aspect of the issue, ensuring swift follow-up and resolution.
• Quality Assurance: Briefly review communication before it reaches the client to ensure clarity, tone, and alignment with firm standards.
• Serving Attitude: Maintain a consistently polite, empathetic, and highly service-oriented demeanor in all interactions.

Qualifications

• Exceptional English Communication (Mandatory): Must possess Native-level proficiency in spoken and written English. Candidates with an educational background from A-Levels, O-Levels, or equivalent foreign qualifications are strongly preferred as evidence of advanced fluency.
• Schedule: Willingness and ability to work a full-time schedule aligned with US Central Time (CT) business hours.
• Serving Attitude: A genuine, proactive focus on client satisfaction, characterized by patience, professionalism, and a desire to serve.
• Coordination Skills: Proven ability to manage multiple simultaneous communication threads, prioritize tasks, and coordinate across internal teams located globally.
• Experience: Previous experience (2+ years preferred) in a customer success or premium customer service role, ideally within a service-based or financial/professional services context.

Budget is 1000-1500 USD per month.