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

📋 Description

• Proactively coach, train, and mentor junior team members on strategies for enhancing client satisfaction.

• Act as the senior point of contact and escalation resource for complex client accounts, ensuring the delivery of premium service that meets our company’s high standards.

• Evaluate and enhance existing client experience workflows.

• Shift the support division from a reactive troubleshooting approach to proactive, high-value client engagement.

• Collaborate closely with our Consultants, Editors, and Student Managers to synchronize support workflows with academic timelines and delivery milestones.

• Set performance standards, communication protocols, and quality benchmarks for all client interactions, ensuring utmost professionalism in every email, call, and message.

• Analyze client feedback to provide actionable insights to executive leadership, fostering continuous improvement in our service delivery.

⛳️ Requirements

• Proven experience in a senior support role (e.g., Client Relations Manager, Support Team Lead, Senior Support Specialist) managing enterprise accounts or high-net-worth (HNW) clients, particularly in a fast-paced startup or premium service context.

• Demonstrated ability to transition from an exceptional individual contributor to a mentor, team lead, or manager.

• A Bachelor’s degree is required.

• Impeccable written and verbal English communication skills.

• Proficiency in Google Workspace, Slack, and Zoom is essential.

• Familiarity with Monday.com or advanced CRM/project management platforms is highly desirable.

• Experience in educational consulting, premium service sectors, or US-facing businesses is a significant advantage.