Client Engagement Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage and direct the front door communication. Be the initial point of contact for all incoming inquiries — whether through email, website chat, voicemail, or contact forms. Accurately capture context in HubSpot and pass it along to the appropriate Engagement Specialist or Customer Success Manager, ensuring the next interaction is smooth for the client.

• Assess leads effectively. Determine suitability before our closing team invests their time. A brief qualification conversation — either asynchronous or live — will clarify the prospect's needs, confirm if Bright!Tax can meet those needs, and identify where they fit within the sales pipeline. In straightforward cases, you will have the authority to provide quotes directly.

• Manage referral data and ensure its integrity. Ensure that every referred lead is properly tagged, attributed to the correct source, and tracked accurately throughout the pipeline. Collaborate with our Client Engagement Manager on network growth as they spearhead partner development; you ensure we have insights on what strategies are actually effective.

• Conduct voice-of-the-client outreach. Regularly engage in feedback conversations with current clients — exploring what we excel in, what nearly drove them to choose a competitor, and what they share with other expats about our services.

• Transform insights into actionable intelligence. Consolidate feedback gathered from the front door and client interactions into overarching themes to share with Marketing (for messaging) and Client Success (for service design). Act as the bridge connecting these three functions that may not frequently communicate.

⛳️ Requirements

• Minimum of 2 years in a client-facing position (sales, account management, customer success, or a similar role)

• Excellent written communication skills — your emails should be warm, clear, and personable

• Proficiency with CRM systems; strong familiarity with HubSpot is highly preferred

• Availability for internal meetings during morning hours, aligned with US EST business hours

• Willingness to quickly learn the fundamentals of US expat tax — while credentials are not required, you should acquire enough knowledge to triage and qualify with assurance.

🏝️ Benefits

• N/A