Client Support/Account Manager

Get to know who we serve before you apply:
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WHY THIS ROLE IS DIFFERENT

Most "support" roles are a ticket queue. A client complains, you copy-paste a reply, you close the ticket, you forget the human.

Market Leaders doesn't work that way.

Our clients are high-performing operators — property agents, financial advisors, business owners — who pay us to help them grow. They don't need a help desk. They need someone in their corner who keeps them on track, removes the friction, and finds the thing they couldn't find themselves.

That's you.

You're the person who notices a client has gone quiet and reaches out before they fall behind. You're the one who walks them through the tool they're stuck on. You're the one who, when a client says "I can't figure out how to do X," just... handles it.

If you're genuinely tech-savvy, genuinely organised, and you actually like helping people win — read on.

This is a fully remote role for someone who takes ownership, not someone who waits for tickets.

ABOUT MARKET LEADERS
Market Leaders is a Singapore-based social media consulting company. We help high-performing operators turn their expertise into content and systems that compound.

We work with:
- **Property agents** doing $500M+ in transactions, leading 30+ agent teams
- **Financial advisors** running established lead and ad systems
- **Business owners + coaches** building personal brands that drive real revenue

We teach the 5 C's — Character, Content, Community, Convert, Client — and we believe in systems, not willpower. Peaceful and profitable.

Here's the truth about coaching: the clients who get results are the ones who keep showing up and doing the work. Your job is to make that easy — to keep them accountable, unblock them on the tech, and be the reliable hand they can reach for. You protect the client relationship so our coaches and founders can focus on the coaching.


TOTAL COMPENSATION PACKAGE

**Base Salary:** SGD $800-1,000/month (paid via Wise or PayPal in SGD)
Range depends on experience and how much you can own from day one.

**What's Included**
- Fully remote — work from anywhere, as long as you overlap Singapore working hours (SGT)
- Direct training on our tools, our AI bots, our client systems, and how we work
- Exposure to how a real coaching business runs — the systems behind the scenes
- The tools you need to do the job well

**Work Benefits**
- Results-focused — we judge whether clients stay on track and feel supported, not your hours online
- Clear playbooks so you're never guessing how to handle something
- A role where being proactive and resourceful is the whole point, not a bonus

**Path Forward**
- Prove you can own the client relationship, and the scope grows — more clients, more responsibility, a senior customer-success track
- This is a long-term seat for the right person, not a gig


THE 4Rs — YOUR ROLE BREAKDOWN

### 1. ROLE — The Mission

Be the accountability and support layer for Market Leaders' clients.

You keep clients on track with what they committed to, you help them with the tech and tools they get stuck on, and you find the things they can't find for themselves. You're the reliable, proactive hand that makes the client experience feel handled.

Every interaction serves one objective: the client keeps moving forward, feels supported, and stays with us because the experience is excellent.

You'll use our AI tools and systems to help clients faster — but the care, the follow-through, and the judgment are yours.

### 2. RESPONSIBILITIES — The Day-to-Day Work

**Accountability & Check-ins — 35%**
- Track what each client committed to (from their coaching calls, client chart, and ongoing chats)
- Work inside client chats — reach out proactively, nudge, follow up, and check in before things slip
- Run a consistent weekly check-in rhythm with clients
- Log progress so the coaches and founders always know where each client stands

**Tech Support & Enablement — 30%**
- Help clients set up and use our tools, AI bots, portal, and the software they need
- Troubleshoot when something isn't working, calmly and clearly
- Run short screen-share walkthroughs when a client is stuck
- Write simple how-to guides so the same question doesn't come up twice

**Concierge & Research — 20%**
- Find the things clients can't find — resources, templates, vendors, answers, examples
- Do light research on the client's behalf so they don't lose time hunting
- Be the "let me sort that out for you" person clients come to rely on

**CRM Hygiene & Escalation — 15%**
- Keep the client chart, records, notes, and statuses clean and up to date
- Flag at-risk or quiet clients early
- Escalate the right things to coaches or founders — with context, not just "client's upset"

### 3. RESULTS — What Success Looks Like

**Foundation Phase — Month 1**
- Know the client roster, their commitments, and the tools they use
- Hit a consistent response time on every client message
- Learn our systems, AI bots, and playbooks well enough to handle common questions solo
- Run your first round of weekly check-ins

*This phase is about learning the clients, the tools, and the rhythm.*

**Growth Phase — Month 3**
- Own the weekly accountability loop — clients are being followed up with, on time, every week
- Resolve most tech questions yourself without escalating
- Build a small library of how-to guides for the questions that repeat
- Spot at-risk clients early and flag them with useful context

*This phase is where you stop reacting and start running the support engine.*

**Long-Term Impact — Month 6**
- Measurably lift client follow-through — clients are doing what they committed to
- Noticeably cut the number of routine questions reaching the founders and coaches
- Be the trusted point of contact clients reach for first
- Own the client-experience playbook and keep improving it

*This phase is where the client experience runs as a system you own.*

### 4. REQUIREMENTS — The Must-Haves

**Experience**
- Prior customer-facing experience — customer success, account management, support, or client coordination
- A track record of being the reliable, proactive one — examples welcome
- Comfortable working directly with clients who are busy, successful, and expect competence

**Skills**
- Excellent written and spoken English — most of this job is clear communication
- Genuinely tech-savvy — you learn new software and AI tools fast and can troubleshoot calmly
- Strongly organised — you don't drop follow-ups, and nothing falls through the cracks
- Resourceful — when you don't know something, you find out, you don't just give up

**Work Arrangement**
- Fully remote, but you must overlap core Singapore working hours (SGT) for client responsiveness
- Reliable laptop and internet — clients are counting on you to be reachable
- Able to commit long-term, not a short gig

**Work Style**
- Ownership mentality — a client's progress is your responsibility, not just your task list
- Proactive — you reach out before you're asked, you don't wait for problems to escalate
- Calm and warm under pressure — clients should feel handled, not managed
- Open to feedback and fast iteration — you'd rather hear "do this better" than "this is fine"


WHAT MAKES YOU THE PERFECT FIT
**You Take Ownership**
You don't ask "did I reply?" You ask "is this client actually moving forward?" Their progress is your scoreboard.

**You're Genuinely Good with Tech**
New tool, new AI bot, unfamiliar software — you figure it out fast, and you can explain it to someone who can't. You're the person friends call when something won't work.

**You're Proactive, Not Reactive**
You notice the quiet client. You follow up before the deadline. You flag the problem while it's still small. Clients never have to chase you.

**You're Resourceful**
"I couldn't find it" isn't in your vocabulary. When a client needs something, you go find it, figure it out, or get the answer.

**You're Organised to a Fault**
You track every commitment and every follow-up. Nothing slips. Your notes are clean enough that anyone could pick them up.

**You're Warm Without Being a Pushover**
You can hold a client accountable and keep them feeling supported at the same time. You're a direct, caring mentor, not a doormat and not a drill sergeant.

**You Communicate Clearly**
Whether it's a check-in, a how-to, or an escalation, your message is clear, kind, and gets to the point.


HOW TO APPLY
**1. Email**
Send your application to: ----------
Subject line: **Client Support / Account Manager — [Your Name]**

AND

Fill out this form: ----------

?? Please complete both steps. Applicants who complete only one step will not be considered.

**2. Include These 3 Things in the Email**

**Relevant Experience**
- A short note on a client or customer relationship you owned, and what you did to keep them on track or solve a problem for them
- Any tools, software, or AI you're comfortable with (and how you've used them)

**Brief Response — 4 to 6 Sentences**

> *"A client tells you: 'I'm stuck — I can't get this tool to work and I'm falling behind on what I said I'd do this week.' Walk us through exactly how you'd handle it, start to finish. Be specific about what you'd say and what you'd do."*

This is the most important part of your application. We're hiring for ownership and judgment, not scripts. Generic answers = skipped application.

**Resume/CV**
PDF format only.

**3. Paid Trial — If Shortlisted**
We'll give you 3 sample client situations:
- An accountability nudge (a client who's gone quiet and is behind on a commitment)
- A tech question (a client stuck on one of our tools)
- A "can you find X for me" request

You'll write how you'd respond to each, and propose a simple weekly check-in cadence you'd run across a small client book.

- Turnaround: 48 hours from receipt of the brief
- Payment: **USD equivalent of SGD $40 via Wise or PayPal on submission**
- Paid regardless of outcome

The trial isn't testing whether you can write a polite reply. It's testing whether you can take ownership, communicate clearly, and actually solve the problem — including the tech.

**4. Interview**
- 30-minute video call with the Market Leaders team
- A short live scenario — we describe a client situation, you talk us through how you'd handle it
- Decision before offer


WHAT HAPPENS NEXT
- Application review: within 3-5 business days
- Top candidates contacted: within 48 hours of decision
- Full process: application ? paid trial ? interview ? offer, within 2 weeks max

We do not drag this out. If you are a fit, you will know. If not, you'll get a respectful "not this cycle" reply within a week.


NOT A FIT IF
This role is not for you if:
- You want a passive ticket-queue job where you wait for problems to come to you
- You need someone watching over you to stay on task — remote means self-managed
- You're not actually comfortable with software and troubleshooting
- You drop follow-ups or let things fall through the cracks
- You can't overlap Singapore working hours for client responsiveness
- You'd rather avoid hard conversations than hold a client accountable
- You want a short gig, not a long-term seat

If any of those describe you, that's fine. We'd rather know upfront.