Client Services Associate
About the Role
At Scale Virtually, we help fast-growing U.S. companies streamline operations, optimize offshore teams, and scale with confidence. As part of our Client Services team, you’ll work directly with clients across industries like healthcare, e-commerce, tech, and logistics to solve real operational challenges.
Your role is to document, organize, and improve client workflows—turning complex processes into clear, scalable SOPs, process flows, and internal guides. This is a client-facing role ideal for someone with strong technical writing, process documentation, leadership/mentorship, and client management experience.
What You’ll Do
- Document business processes by creating detailed SOPs, process maps, workflow diagrams, and internal guides
- Work directly with U.S.-based clients to understand requirements, gather information, and identify operational inefficiencies
- Analyze and improve inefficient workflows, recommending solutions that enhance speed, accuracy, and scalability
- Lead client calls, workshops, and discovery sessions to clarify processes and align stakeholders
- Train, mentor, and guide internal/offshore teams on updated processes and documentation
- Ensure cross-team coordination, smooth handoffs, and consistent delivery of high-quality outputs
- Maintain and update documentation as processes evolve, ensuring alignment across departments
- Support operational leadership by providing insights into gaps, bottlenecks, and improvement opportunities
Why This Role Matters
- Your documentation becomes the backbone for training, onboarding, and scaling offshore teams
- You help clients eliminate confusion, reduce errors, and improve SLA performance
- You directly influence operational efficiency, client satisfaction, and team productivity
Requirements
You’re a Great Fit If You...
- 2+ years in process documentation, technical writing, operations, BPO/client services, or workflow management
- Proven experience creating SOPs, process flows, user guides, or operational playbooks
- Experience in client handling, account management, or client-facing project work
- Demonstrated ability to identify inefficiencies, analyze workflows, and propose process improvements
- Strong leadership or mentorship experience, especially in guiding teams through process changes
- Excellent English communication skills—written, verbal, and documentation-focused
- Highly organized, detail-oriented, and comfortable managing multiple documentation projects
- Skilled with tools like Google Workspace, Lucidchart, Miro, ClickUp, Asana, Trello, or similar
- Thrives in fast-paced remote environments and can work independently with minimal supervision
Preferred / Nice-to-Have
- Experience working with U.S.-based clients
- Background in offshore team operations, BPO workflows, or process alignment
- Familiarity with knowledge base building or documentation systems
Benefits
What You’ll Get
- 60,000 to 70,000 monthly based on experience (Negotiable)
- Paid onboarding and training
- Fully remote work setup
- Exposure to U.S. startups and growing companies across multiple industries
- A role where your work directly drives client success and operational performance