Smooth Commerce · 19 hours ago
Client Services Coordinator
United States
Full-time
Remote
Mid Level
$60K/yr - $60K/yr
3+ years expSmooth Commerce is a B2B SaaS platform providing digital ordering and customer engagement solutions. They are seeking a Client Services Coordinator to manage client onboarding and ensure operational support, driving successful launches and maintaining strong client relationships.
AppsE-CommerceMobile AppsMobile PaymentsRestaurantsSoftware
Responsibilities
Own the onboarding process for new clients from kickoff through go-live
Lead onboarding timelines, requirements gathering, and configuration coordination
Work closely with internal teams (Product, Engineering, Support, QA) to implement platform setup, integrations, and required configurations
Ensure clients are operationally prepared, trained, and confident at launch
Identify and mitigate onboarding risks to ensure smooth and predictable launches
Serve as the primary operational point of contact for assigned clients post-launch
Serve as the primary day-to-day point of contact between Smooth Commerce and the outsourced support team
Provide day-to-day direction, prioritization, and subject-matter expertise to support team by responding to ticket tags and coordinating internal input when deeper investigation is required
Act as the escalation point for complex or cross-functional issues requiring coordination across teams
Coordinate with internal teams to drive timely and accurate resolution, and communicate clearly and proactively with clients to set expectations and maintain confidence
Monitor support quality and recurring issue patterns, and work with internal teams to improve onboarding, documentation, support and processes
Champion client issues internally while maintaining realistic expectations and delivery boundaries
Manage intake of client requests related to configuration changes, feature enablement, promotions, loyalty programs, and content updates
Ensure requests are well-scoped, documented, and routed appropriately
Coordinate client delivery across internal teams and track progress to completion
Protect internal teams from poorly defined or misaligned requests
Maintain accurate documentation related to onboarding, configurations, and client workflows
Contribute to onboarding templates, playbooks, knowledge base articles, and internal guides
Identify recurring issues or friction points and recommend process improvements
Help standardize delivery practices as the client base scales
Qualification
Required
3–6 years of experience in client-facing roles within SaaS, technology, or platform-based companies
Hands-on experience leading client onboarding and post-launch support
Strong project management and cross-functional coordination skills
Excellent written and verbal communication skills
High attention to detail and strong organizational habits
Comfort discussing timelines, scope, and trade-offs with clients
Ability to work in a fast-paced, evolving environment and adapt as priorities shift
Preferred
Experience supporting restaurant, retail, or hospitality technology platforms
Familiarity with digital ordering, loyalty programs, or POS integrations
Experience working in scaling SaaS environments where processes are still evolving
Company
Smooth Commerce
The Smooth Commerce technology first launched in 2014 under the SmoothPay brand.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$2MKey Investors
Skunkworks Investment Corporation
2017-11-27Series Unknown· $2M
2016-05-01Seed
2016-01-01Pre Seed
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