Customer Experience Representative

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

📋 Description

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

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

• Facilitate personalized one-on-one and live virtual webinar onboarding experiences for clients.

• Present information to client groups, guide them through the onboarding process, respond to questions, and ensure successful setup.

• Engage in proactive outreach for onboarding, client engagement, event participation, account maintenance, and customer experience initiatives.

• Oversee accounts receivable and follow up on payments.

• Address outstanding balances up to approximately $10,000 and handle sensitive collection discussions.

• Identify opportunities to improve the client experience.

• Collaborate with internal teams.

• Keep precise records in HubSpot.

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

• Travel domestically and internationally on a quarterly basis for live events, which may include evenings and weekends.

⛳️ Requirements

• Minimum of 2 years of relevant experience in Customer Support, Customer Service, Customer Success, Contact Center Operations, Account Management, or another high-touch customer-facing role; 4 years preferred.

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

• Availability for evening/weekend work, long 8-10 hour event days, and extended periods on your feet.

• A valid passport is required.

• Comfortable spending substantial time on the phone, including proactive outbound calls, repeated follow-ups, and handling sensitive or challenging conversations.

• Experience with direct accounts receivable and collections outreach.

• Exceptional verbal and written communication skills.

• Confident in engaging customers both one-on-one and in live virtual group environments, including webinars and onboarding sessions.

• Strong critical thinking, empathy, organization, and sound judgment.

• Ability to take ownership, independently solve problems, and discern when to escalate an issue.

• Resourceful and comfortable in a fast-paced startup setting.

• Flexibility to effectively navigate ambiguity and shifting priorities, processes, systems, and working hours.

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

🏝️ Benefits

• Various medical insurance options available.

• Employer contribution towards medical insurance premiums.

• Options for dental and vision insurance.

• Supplemental life insurance offered.

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

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

• 7 paid company holidays.

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

• Opportunities to participate in company live events.

• Travel and leisure membership benefits.

• Remote work options offered.