Client & Talent Support Associate

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About Toptal

Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and team members based around the globe, Toptal is the world’s largest fully remote workforce.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold.

As a Client & Talent Support Associate, you will work with a forward-thinking, globally distributed, and fully remote team whose job is to provide exceptional customer service with a strong support-centered philosophy.

As a member of our Toptal Service Center, you will help promote and preserve Toptal’s dedication to providing an outstanding experience to our clients and talent alike. As an individual contributor, this candidate will have the opportunity to deliver the best impression and ensure that impression leads to revenue generation. You will be on the front lines of support.

The ideal candidate has outstanding discipline, is highly passionate, and is eager to learn, grow, and develop. You will thrive in a fast-paced environment and strive to go above and beyond to effectively resolve clients’ and talent inquiries, issues, and concerns while maintaining a high level of client satisfaction.

• Provide support to clients and talent using various communication tools such as email, chat, and phone.
• Collaborate with Sales, Talent Operations, Finance, and Legal teams to proactively meet the needs of both clients and talent. Utilize Zoom and Slack for effective communication and teamwork.
• Partner with client support teams and internal stakeholders to address and resolve issues promptly for clients and talent.
• Demonstrate a sense of urgency in resolving concerns for both clients and talent, involving relevant parties as necessary.
• Manage escalated cases and offer immediate assistance to clients and talent in the absence of management.
• Serve as a knowledgeable resource by staying updated on all Toptal service offerings and policies.
• Support new and existing team members through training and assisting with learning new tasks. Engage in special projects and initiatives to contribute to the success of both clients and talent.

In the first week, expect to:

• Onboard and integrate into Toptal.
• Become familiar with the various platforms and systems Toptal utilizes for client support.
• Complete customized onboarding to understand the Toptal business model.
• Begin learning about Toptal’s history, culture, vision, and the talent industry.

In the first month, expect to:

• Familiarize yourself with support materials for clients and talent.
• Learn about key internal and external stakeholders and how Toptal teams support clients and talent.
• Understand the ticketing system and client request processes.
• Independently resolve client and talent issues.
• Gain a comprehensive understanding of the client and talent experience.

In the first three months, expect to:

• Be fully integrated into the team.
• Understand Toptal’s issue resolution process and take ownership of client and talent resolution.
• Collaborate with internal teams to resolve support tasks.
• Balance tasks efficiently for maximum productivity.

In the first six months, expect to:

• Act as a primary point of contact for internal stakeholders, clients, and talent, while exercising discretion and independent judgment.
• Navigate systems and support materials confidently, training new team members.
• Meet resolution SLAs consistently.

In the first year, expect to:

• Contribute productively and consistently to the team.
• Assist in onboarding, training, and supporting new team members.
• Maintain a world-class client experience throughout the client and talent lifecycle.
• Continue to promote an environment of teamwork and collaboration.

• A bachelor’s degree is required.
• 3+ years of customer service experience across various communication channels.
• Experience in phone and email communication is required, with chat and Zendesk experience considered a plus.
• Ability to work without much supervision and handle time and resources efficiently.
• Knowledge of the software development field is a significant plus.
• Must be a strong performer in high-volume, high-pressure situations.
• Communication. Must be able to have difficult conversations and de-escalate situations when appropriate. Outstanding written and verbal communication skills are required.
• Collaborative. Exceptional interpersonal skills and the ability to build strong, customer-centric relationships, both internally and externally.
• Team-oriented. Cooperative and promotes an environment of continuous improvement.
• Problem solver. Must be capable of uncovering issues and resolving them quickly and effectively.
• Time management. Must be able to work independently and manage time and resources efficiently; can successfully manage competing priorities.
• Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.
• You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.

Toptal is an equal opportunities employer and welcomes applications from diverse candidates.