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 various channels such as phone, email, SMS, HubSpot, webinars, and face-to-face events.

• Take ownership of customer inquiries and issues from the moment of initial contact until they are fully resolved.

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

• Assist clients in navigating the onboarding process for coaching programs to ensure a successful setup.

• Execute proactive outbound outreach for onboarding, client engagement, event participation, account upkeep, and customer experience initiatives.

• Oversee accounts receivable and follow up on payments, which includes pursuing outstanding balances of up to approximately $10,000.

• Engage in direct and sensitive conversations related to collections.

• Travel both domestically and internationally approximately once a quarter for live events, with potential availability during evenings and weekends.

• Identify and recommend opportunities to improve the client experience while collaborating with internal teams.

• Ensure accurate maintenance of records in HubSpot.

• Suggest enhancements to customer processes, tools, and communication strategies.

⛳️ Requirements

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

• Willingness and ability to travel both domestically and internationally approximately once a quarter for live events, including availability for evening/weekend work, long 8-10 hour event days, and extended periods on your feet.

• Comfortable devoting significant time to phone interactions, including proactive outbound calls, consistent follow-ups, and engaging in sensitive or challenging discussions.

• Proficient in direct accounts receivable and collections outreach, including discussing outstanding financial obligations and following up on overdue payments.

• Exceptional verbal and written communication skills, capable of engaging customers one-on-one and in live virtual group settings.

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

• Ability to assume responsibility, independently resolve problems, and discern when to escalate issues.

• Flexible and capable of functioning effectively amidst ambiguity in a dynamic startup environment.

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

🏝️ Benefits

• Multiple medical insurance options available.

• Employer contributions toward medical insurance premiums.

• Options for dental and vision insurance.

• Supplemental life insurance coverage.

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

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

• 7 paid company holidays each year.

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

• Opportunities to attend live company events.

• Travel and leisure membership benefits.