Client Experience Specialist

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

📋 Description

• Manage a portfolio of client-assistant relationships, gaining insights into their objectives, workflows, and well-being.

• Facilitate onboarding sessions, conduct 30-day check-ins, and carry out regular follow-ups.

• Champion assistants by providing coaching, conducting feedback sessions, and addressing their needs through escalation.

• Recognize churn risks and spearhead win-back discussions.

• Handle over 30 tickets daily with prompt, personalized responses.

• Record every interaction in HubSpot.

• Collaborate with Operations, Finance, and Engineering on matters that extend beyond direct responsibilities.

• Oversee post-sale client relationships to ensure successful client-assistant pairings.

⛳️ Requirements

• Minimum of 3 years of client-facing experience in customer support, account management, or retention, with a preference for US clients.

• Demonstrated ability to manage multiple active relationships or accounts concurrently without losing track.

• Proficient in written and verbal English.

• Dependable night-shift availability (10 PM–7 AM PHT).

• Previous experience working night shifts in earlier roles.

• Familiarity with CRM tools; HubSpot is preferred.

• A proactive and solutions-oriented mindset.

• No absences allowed during the 4-week training program, except for documented medical emergencies.

• A minimum score of 80% required on daily assessments and mock calls to proceed with training.

🏝️ Benefits

• Total compensation package of up to ₱38,000/month.

• Night shift hours (10 PM–7 AM PHT).

• Comprehensive training program included.

• Fully remote work opportunity.

• Four-week training program.

• Product & Skills training featuring shadowing and live-call listening.

• Immersion training involving live tickets and onboarding under supervision.

• Backed by Y Combinator and Sequoia Capital.

• Opportunity to work remotely with a diverse global workforce.