Role Description Sequencing.com is seeking a Customer Success Representative (24/7 Support) to join the team. In this role, you will provide exceptional customer support, troubleshoot technical issues, and escalate complex issues to the customer support management team when needed. This role is focused on improving the overall customer experience by delivering 5 star customer support in a fully remote, shift based environment. - Provide responsive, high quality support to customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X. - Respond to customer questions related to product features, troubleshooting, billing, and general support with accuracy, empathy, and urgency. - Provide order and technical support for e-commerce platforms, marketplaces, and digital subscriptions. - Monitor and manage customer issues through resolution, escalating complex matters when needed. - Maintain accurate records of customer interactions and follow up to ensure a strong customer experience. - Partner across engineering, product, and sales to help resolve customer concerns and improve support outcomes. - Contribute to customer support documentation, including customer education content and how to guides. - Identify trends in customer feedback and share insights that help improve the overall customer experience. Qualifications - 1+ years of experience in customer support, customer success, or a similar role, with experience supporting online and digital services. - Experience using Zendesk, Intercom, Jira, or similar ticketing systems to manage, document, and resolve customer issues. - Experience supporting customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X, with strong written communication and follow up skills. - Experience troubleshooting customer, order, and technical issues across e-commerce platforms, marketplaces, digital subscriptions, CMS environments, and payment processing dashboards. - Experience using Slack, Zoom, and AI tools to support communication, collaboration, and customer support workflows. - Experience assessing and responding to support requests, feedback, and complaints, including triaging urgent issues, using de-escalation strategies, and navigating internal resources to find solutions. - Minimum 6+ months of remote work experience, with weekend and night availability required to support a fully remote, shift based, 24/7 environment. - Experience in tech support, genetics, healthcare, biotechnology, or SaaS is preferred; multilingual proficiency and familiarity with AI driven support tools and automation are a plus.

• Lead, coach, and develop a team responsible for onboarding complex, enterprise, and strategic customers • Oversee end-to-end onboarding projects to ensure a positive, consistent customer experience • Partner closely with Sales leaders and Business Development teams • Manage team workload, priorities, and metrics • Act as escalation point for complex customer issues • Lead change management within go-to-market models • Use data to identify trends, coaching, and process improvements • Design scalable onboarding solutions • Balance customer satisfaction with operational efficiency

Role Description The Enterprise Client Success Manager is responsible for ensuring Clearwave’s largest enterprise clients achieve measurable outcomes with our solutions. This role is focused on driving product adoption, delivering strong performance outcomes, and fostering long-term client relationships – resulting in client retention, expansion, and advocacy. Key Responsibilities - Client Outcomes & Value Delivery - Own the overall success and measurable outcomes for enterprise accounts, including all brands within that enterprise account. - Develop and maintain client success plans aligned with customer business objectives. - Ensure clients realize the expected value and ROI from our solutions. - Monitor adoption, usage, and performance metrics regularly to proactively drive improvements. - Serve as the escalation point for strategic client issues. - Relationship Management - Build and maintain trusted relationships with senior client stakeholders and decision-makers. - In collaboration with Sales conduct regular executive business reviews (EBRs) to align goals, results, and future opportunities. - Act as the primary liaison between clients and internal teams. - Client Retention & Growth - Identify risks to renewal early and implement mitigation strategies. - Identify opportunities for expansion, cross-sell, or upsell that align with client value. - Partner with Sales and Product teams to ensure continued client satisfaction and growth. - Cross-Functional Leadership - Serve as a key collaborator on new initiatives within and beyond Client Success. - Coordinate with Product, Support, Sales, and Operations to ensure a seamless client experience. - Advocate internally for client needs, product improvements, and strategic priorities. - Provide feedback loops from clients to influence product roadmap and service delivery. Key Performance Indicators (KPIs) - Product adoption rates - Product utilization rates - Client outcome achievement - Net Promoter Score (NPS) - Client retention rate Qualifications - Required - 10+ years of experience in Client Success, Account Management, or Strategic Consulting. - Experience managing enterprise or strategic accounts. - Demonstrated success driving client retention and expansion. - Detail-oriented with the ability to establish and enforce accountability through specific programs and initiatives. - Exceptional executive-level communication and relationship management skills. - Willingness to travel up to 25%. - Preferred - Experience leading executive business reviews. - Background in SaaS, technology, consulting, or data-driven solutions. - Ability to translate complex solutions into measurable business value. - Strong analytical and problem-solving skills. Key Competencies - Executive presence - Strategic thinking - Commercial acumen - Client advocacy - Cross-functional leadership - Outcome-driven mindset What Success Looks Like - Clients consistently understand and achieve measurable business outcomes powered by Clearwave. - Strong, trusted relationships exist with both operational and executive stakeholders. - Clients are highly engaged, well-supported, and vocal advocates for Clearwave. - High client retention driven by demonstrated value, not reactive save efforts. - Risks are identified and addressed proactively, before they escalate to churn threats.

• Conduct discovery calls and product demos with real estate brokers and agents • Present and sell AI-powered CRM solutions tailored to client needs • Handle objections and negotiate pricing and terms • Close deals and achieve monthly sales targets • Follow up with warm and qualified leads • Maintain accurate pipeline and deal tracking in CRM • Collaborate with appointment setters and sales team • Provide feedback to improve sales strategy and messaging