Client Experience Specialist

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

📋 Description

• Manage the entire client experience from the initial handover throughout the duration of the account.

• Evaluate the performance of Yokly's client-facing teams.

• Exercise direct audit oversight on Client Success Managers and Leads, which includes participating in actual client meetings.

• Conduct client check-in calls and exit interviews, utilizing judgment within a defined protocol.

• Develop loyalty and referral programs.

• Create client-facing reports.

• Design the onboarding process and maintain ownership of the developed materials.

• Present findings directly to the CEO.

⛳️ Requirements

• 3-5 years of experience in client experience, client success, account management, or a similar client-facing position.

• Bachelor's degree in Business, Communications, or a related discipline — or equivalent experience if a degree is not held.

• Comfortable maintaining authority with a manager whose work is under audit.

• Naturally analytical — you address the issue at hand rather than escalating it.

• A confident communicator capable of engaging in genuine conversations with clients, beyond just drafting reports.

• Full-time availability for the 11:00 PM – 8:00 AM Philippine Time shift.

• Contract type: Independent Contractor.

🏝️ Benefits

• Permanent Work-From-Home arrangement.

• Weekends off — enjoy your Saturdays and Sundays.

• HMO coverage with Maxicare upon regularization, with the option to include dependents.

• Wellness checks and support services provided.

• Paid Time Off: 40 hours in the first year, increasing to 120 hours with tenure.

• Sick Leave: 40 hours (16 hours available even during probation).

• Mental Health Leave: 8 hours per year.

• Special leaves: birthday, bereavement, and paternity leave.

• Holiday observance: U.S. holidays plus selected Philippine Holy Week dates.

• Option to convert unused PTO to cash.

• Company-provided equipment.

• Yokly's 13th Month Pay.

• A Welcome Kit, along with tokens for birthdays, milestones, and anniversaries.