Client Success Specialist

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

📋 Description

• Manage incoming calls for general inquiries, assist with basic issues, and arrange meetings with the relevant members of the management team.

• Act as the main point of contact for both prospective and existing clients.

• Communicate with parents regarding their children's tutoring progress, scheduling, inquiries, and concerns.

• Facilitate communication among parents, tutors, and internal personnel.

• Collect, organize, and disseminate student progress reports.

• Aid in client retention by maintaining consistent communication with families and ensuring a positive customer experience.

• Address routine customer inquiries while escalating more complicated matters to management as necessary.

• Adhere to established communication protocols to provide consistent messaging and customer service.

• Generate new leads using platforms like Thumbtack, Nextdoor, and other online lead sources.

• Daily monitor lead platforms for prospective clients actively looking for tutoring services.

• Respond promptly to incoming inquiries via messaging, phone calls, and email.

• Qualify prospective clients and assess their tutoring needs.

• Schedule consultations and appointments for management and educational staff.

• Maintain accurate records in the CRM and update all customer interactions.

• Track follow-up activities and ensure timely communication with prospective and current clients.

• Execute administrative tasks including scheduling, data entry, and documentation.

⛳️ Requirements

• A minimum of 2.5 years of proven experience in customer service, client success, executive assistance, administrative support, sales support, or operations.

• Exceptional verbal and written communication skills with a warm, professional, and confident telephone presence.

• Strong skills in relationship-building and customer service.

• Experience in scheduling appointments and managing calendars.

• Comfortable communicating with parents, educators, and professionals.

• Experience in generating and qualifying leads through online platforms, social media, marketplaces, or similar channels.

• Ability to confidently initiate conversations with prospective clients and recognize when to escalate opportunities.

• Proficiency with CRM systems, Microsoft 365 (Outlook, Word, Excel), Google Workspace, Zoom, and other cloud-based business applications.

• Strong organizational skills with a keen attention to detail.

• Capacity to prioritize multiple responsibilities while maintaining accuracy.

• Self-motivated with the ability to work independently and solve problems with minimal supervision.

• A positive attitude, high energy, and a genuine passion for assisting families and students.

• Previous experience in education, tutoring, customer success, or service-oriented businesses is preferred but not mandatory.

🏝️ Benefits

• Competitive salary.

• Opportunity to influence the HR function of a rapidly expanding BPO.

• Collaborate closely with a team of industry leaders who have successfully scaled BPOs in the past.

• Career growth and development opportunities.