Client Experience Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Address inquiries from clients (HR contacts) and follow up with solutions, collaborating with cross-functional teams at Envoy and the affiliated law firm CIP PC.

• Manage and troubleshoot tier-2 requests from foreign nationals regarding non-legal inquiries related to Envoy navigation, status, or training.

• Handle escalations and collaborate with management or other teams to resolve issues effectively.

• Conduct training sessions for clients and foreign nationals on the use of the Envoy app.

• Generate and distribute reports and information for clients as well as the legal team.

• Maintain team resources, including macros, training materials, and standard operating procedures (SOPs).

• Set expectations for customers and ensure that deadlines are adhered to.

• Develop, track, and manage project plans and deliverables.

• Communicate project milestones and progress updates to clients and internal teams.

• Complete designated projects as assigned.

⛳️ Requirements

• 1-2 years of experience in customer service.

• Bachelor’s Degree or equivalent professional experience is preferred.

• A strong passion and interest in immigration is preferred.

• Familiarity with ticketing systems, such as Zendesk, is preferred.

• Exceptional customer service skills and the ability to empathize with client needs.

• A client-first approach to resolving issues and preventing future problems.

• Strong attention to detail and accuracy in communications with clients.

• Excellent organizational and time-management abilities.

• Clear, concise, and empathetic communication skills.

• Capability to adapt and manage multiple tasks in a fast-paced environment.

• Ability to work collaboratively across various functional teams to achieve resolutions and improve processes.

• Strong proficiency in the MS Office Suite, particularly Excel.

🏝️ Benefits

• Comprehensive health insurance options.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.

• A supportive and inclusive work environment.