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