Implementation Support

Opportunity for a Implementation Support! 🚀 🚀

Do you have experience with client onboarding, implementation, project coordination, or B2B customer service? Are you organized, proactive, and comfortable coordinating multiple stakeholders, managing deadlines, and anticipating risks? Do you enjoy helping clients navigate complex processes and ensuring a smooth transition into operations? This opportunity could be for you!

TownSq is looking for a Global BPO Implementation Analyst to lead the client implementation journey from Sales Handoff through Go-Live and the formal transition to the Operations team.

This person will play a key role in ensuring that scope, documentation, access, data, decisions, training, and dependencies are complete, organized, and properly documented before the client enters operations.

We are looking for someone who can take ownership of the implementation journey, coordinate multiple stakeholders with clarity and organization, anticipate blockers, and proactively solve problems — rather than simply follow previously documented procedures.

What will your day-to-day look like?

• Receive the Sales Handoff and review the contracted scope, products/services, stakeholders, assumptions, timelines, specific requirements, and commitments made to the client;
• Lead the implementation kickoff, aligning roles, responsibilities, timeline, communication channels, deliverables, dependencies, and Go-Live criteria;
• Create and maintain the implementation plan in Basecamp (or an equivalent tool), ensuring visibility into owners, deadlines, open items, risks, decisions, and next steps;
• Guide the client on all documentation, access, system setup, historical data, and definitions required for the scope, with proactive follow-up until the checklist is complete;
• Provide guidance on the implementation process and, when needed, quickly engage the appropriate internal specialists to address technical or operational questions;
• Organize and track client training, ensuring scheduling, the appropriate attendees, materials, attendance, and completion of all required steps before Go-Live;
• Anticipate blockers and recurring implementation issues, flagging risks early, proposing alternatives, and escalating dependencies when necessary;
• Coordinate interactions across Sales, Implementation/Technology, Accounting & Financial Service, and other involved teams, preventing information gaps and misalignment;
• Conduct the final Go-Live readiness review, confirming that all required items are complete or formally addressed, with owners and a plan for any exceptions;
• Complete the handoff to the Operations team with a comprehensive information package, including scope, contacts, documents, access, decisions, exceptions, agreed workflows, training, open
items, and relevant history;
• Maintain objective and regular communication with the client on status, next steps, and responsibilities, making the implementation experience a showcase of the company’s service excellence;
• Capture lessons learned and causes of rework to continuously improve the process, checklists, materials, and implementation standards.

What we're looking for:

• Bachelor’s degree completed or in progress in Business Administration, Accounting, Finance, Process Management, Project Management, Technology, or related fields. Experience in customer service, onboarding, or B2B client implementation is preferred; equivalent experience may be considered;
• Customer First mindset, with the ability to guide the client with clarity, empathy, and a sense of urgency without losing control of the process;
• Strong organization and execution discipline, with rigorous tracking of checklists, deadlines, owners, dependencies, and evidence of completion;
• Clear, objective, and professional verbal and written communication, including when following up on outstanding items and aligning expectations;
• Ability to coordinate multiple implementations simultaneously and prioritize risks without losing attention to detail;
• Proactive, investigative, and solution-oriented mindset, with the ability to anticipate known issues and act before they impact Go-Live;
• Advanced English proficiency to conduct meetings, training, and communications with clients and global teams;
• Familiarity with project/task management tools, such as Basecamp, and proficient use of spreadsheets and collaborative tools.

You will stand out if you have:

• Experience in Implementation, Onboarding, Customer Success, or Project Coordination in service, BPO, or technology companies;
• Knowledge of finance and accounting processes, especially Accounts Payable, Accounts Receivable, General Ledger, reconciliations, and banking workflows;
• Experience with SaaS, financial services, PropTech/HOA management, or operations supporting U.S. clients;
• Experience organizing and facilitating client training;
• Knowledge of continuous improvement, process design, root-cause analysis, and checklist standardization;
• Ability to produce clear, useful operational documentation for the teams that will take over the client after Go-Live.

How will success be measured?

• Go-Live completed within the agreed timeline and with readiness criteria met;
• Percentage of required checklist items completed before the transition to Operations;
• Handoff quality, with low incidence of missing documents, access, definitions, or information identified after Go-Live;
• Reduction in rework and incidents during the first 30 days attributable to implementation gaps;
• Client satisfaction with the implementation journey and perceived clarity, organization, and follow-through;
• Reliability of project information in Basecamp, with status, owners, dates, blockers, and decisions kept up to date throughout the cycle;
• Turnaround and escalation time for internal blockers or client dependencies.

Our Benefits:

• Meal/Food Allowance on the iFood Benefits card, in the amount of R$814.00/month;
• Internet allowance, in the amount of R$50.00/month;
• Udemy: E-learning platform with a variety of online courses;
• Wellhub to support your health and well-being;
• Fluency Academy: discount and possibility of full subsidy for language courses;
• Starbem Saúde: online medical assistance with professionals from various specialties;
• Day Off on your birthday;
• Equipment kit for you to perform your activities from anywhere.

Want to know a little more about us? We invite you to visit our website and also check out our reviews on Glassdoor.