Client Relations Specialist (1-year contract)

Job description

Location: remote in Latvia. The Infogram Client Relations Specialist provides responsive, high-quality support to Infogram users across multiple channels. This is an entry-level position , well suited for early-career professionals or final-year students looking to build experience in a SaaS client relations environment. The role focuses on resolving user issues efficiently, contributing to lead generation efforts, and maintaining up-to-date knowledge base content — ensuring clients get the help they need while supporting the broader team's goals. You'll be supported with structured onboarding and ongoing training as you grow into the full scope of the role. Key Responsibilities Client Relations Delivery — Respond to and resolve client inquiries across multiple communication channels (email, chat, ticketing) during evening shift hours, ensuring a positive user experience. Sales Lead Generation — Over time, learn to identify and flag potential sales opportunities surfaced through client interactions. User Feedback & Insights — Collect and document user feedback, flagging recurring issues and trends to help inform product and process improvements. Knowledge Base & Content Maintenance — With guidance, write and update help articles, how-to guides, FAQs, and troubleshooting documentation; gradually contribute to optimizing content for discoverability by AI-powered search engines and support tools. Help Content Quality — Regularly review existing help center content for accuracy and relevance, ensuring resources remain current and comprehensive. Platform Expertise — Develop and maintain strong working knowledge of Infogram's features, plans, and common workflows to deliver accurate and efficient assistance. Requirements Any experience in a client-facing role, ideally in a SaaS or digital product environment, with strong client communication skills. Strong written communication skills in English; additional languages are a plus Comfortable working an evening shift schedule (3:00 PM – 11:00 PM CET) Comfortable creating clear, well-written content, with interest in creating user facing materials like help articles, reply templates, and automated responses. Empathetic, patient, and solution-oriented approach to client interactions Self-motivated and able to work independently during evening hours. High-ownership mindset supported by strong problem-solving and research skills. Nice to Have Experience with ticketing systems (e.g., Zendesk, Intercom, or similar). Familiarity with knowledge base tools and a basic understanding of SEO or AI-optimized content principles. Experience with data visualization or content creation tools. Familiarity with Infogram or similar platforms (e.g., Canva, Piktochart, Venngage). Experience contributing to help center or knowledge base content. Basic understanding of CRM tools (e.g., Salesforce, HubSpot). What We Offer A fully remote-first, flexible work setup - ideal for combining with studies or other commitments. Teammates across 15+ countries. Flexible time off for work-life balance. Remote perks to support your home work environment. Health insurance, sports and well-being perk. Riga city center office option. Prezi is an equal opportunity employer - we celebrate diversity and are committed to building an inclusive workplace.