We're seeking a dedicated Client Support Coordinator to join our customer-facing operations in a fully remote role. This position serves as a key bridge between customers and internal teams, ensuring smooth onboarding, issue resolution coordination, proactive communication, and overall client satisfaction. You'll play a vital role in supporting our clients' success with Amplitude while collaborating across Support, Customer Success, Product, and Engineering teams.

Location: Fully Remote
Employment Type: Full-time
Reports to: Customer Support Manager or Client Operations Lead
Level: Mid-level (2–5+ years of relevant experience in client/customer support coordination)

Key Responsibilities

Act as the primary point of contact for assigned clients, coordinating support requests, escalations, and follow-ups across multiple channels (email, ticketing system like Zendesk, Slack/Zoom calls)
Manage client onboarding processes: schedule kickoff calls, coordinate data setup/tracking implementation, guide through initial platform usage, and ensure successful adoption milestones
Triage and coordinate incoming client inquiries and issues: assess urgency, assign to appropriate internal resources (Support Specialists, Technical Account Managers, Engineering), track progress, and communicate updates to clients
Facilitate cross-functional collaboration: partner with Customer Success Managers on account health, escalate technical blockers to Product/Engineering, and relay client feedback to improve the platform
Maintain accurate client records in CRM (e.g., Salesforce/HubSpot) and support tools: document interactions, track action items, monitor SLAs, and prepare status reports
Proactively monitor client usage and health signals using Amplitude's own analytics to identify opportunities for upsell, retention, or proactive support interventions

Requirements

Excellent communication skills (written and verbal) in English; professional, empathetic, and clear under pressure
Proficiency with customer support and collaboration tools: Zendesk (or similar ticketing), Google Workspace, Slack, Zoom, CRM systems (Salesforce/HubSpot), and project tools (Asana/Jira)
Basic understanding of digital/product analytics concepts (events, funnels, cohorts, retention) or quick learner mindset for Amplitude's platform
Proactive, detail-oriented problem-solver who thrives in remote settings with high autonomy
Time-zone flexibility to support global clients (overlap with US Pacific Time preferred)
Reliable high-speed internet and professional home office setup

Nice-to-Haves

Experience working with analytics platforms (Amplitude, Mixpanel, Google Analytics) or data-driven SaaS products
Prior exposure to client onboarding, technical coordination, or account management in tech/SaaS
Familiarity with remote/global team collaboration and cross-functional stakeholder management
Additional language skills for supporting international clients

What We Offer

100% remote work with emphasis on trust, flexibility, and outcomes over hours
Opportunity to work closely with a cutting-edge AI analytics platform and support world-class clients in building exceptional digital products
Inclusive, collaborative culture focused on innovation, customer obsession, growth mindset, and continuous learning
Access to Amplitude's internal resources, tools, analytics expertise, and a supportive global team

Amplitude is an equal opportunity employer committed to diversity, equity, and inclusion. We welcome applications from candidates of all backgrounds.

If you're client-focused, highly organized, and passionate about enabling success in a data-driven world, we'd love to hear from you!