Customer Experience Representative

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

📋 Description

• Act as a reliable point of contact for clients via phone, email, SMS, HubSpot, webinars, and in-person events.

• Take ownership of customer inquiries and issues from the first point of contact until resolution.

• Facilitate personalized onboarding experiences for clients through one-on-one sessions and live virtual webinars.

• Assist clients during the onboarding process for the company’s coaching programs and address their inquiries.

• Conduct proactive outreach for onboarding, engagement, event participation, account upkeep, and other customer experience initiatives.

• Oversee accounts receivable and follow up on payments, including handling outstanding balances up to approximately $10,000.

• Engage in direct and sensitive conversations regarding collections.

• Travel domestically and internationally approximately every quarter for live events, which may include evenings and weekends.

• Identify areas for improving the client experience and collaborate with internal teams.

• Keep HubSpot records accurate and up to date.

• Suggest enhancements to customer processes, tools, and communications.

⛳️ Requirements

• 2-4+ years of pertinent experience in Customer Support, Customer Service, Customer Success, Contact Center Operations, Account Management, or a similar customer-facing role with high touch.

• Must be prepared and able to travel domestically and internationally approximately quarterly for live events.

• Availability for evenings and weekends, with the capacity to work long event days of 8-10 hours and spend extended time on your feet.

• Comfortable dedicating significant time to phone communication, including proactive outbound calling, consistent follow-up, and handling sensitive or challenging discussions.

• Proficient in direct accounts receivable and collections outreach, including discussing outstanding financial obligations and overdue balances up to approximately $10,000.

• Excellent verbal and written communication abilities.

• Confidence in engaging with customers individually and in live virtual group environments, including webinars and onboarding sessions.

• Strong critical thinking, empathy, organizational skills, and sound judgment.

• Capable of taking ownership, resolving problems independently, and knowing when to escalate issues.

• Flexibility to effectively navigate ambiguity in a fast-paced startup setting.

• Familiarity with HubSpot or similar CRM/customer support platforms.

🏝️ Benefits

• Multiple medical insurance choices.

• Employer contribution toward medical insurance premiums.

• Options for dental and vision insurance.

• Supplemental life insurance available.

• Voluntary short-term and long-term disability insurance.

• 15 days of paid time off (PTO) annually.

• 7 paid holidays recognized by the company.

• Access to company-certified coaches and personal development opportunities.

• Opportunities to participate in company live events.

• Travel and leisure membership benefits.