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 including phone, email, SMS, HubSpot, webinars, and in-person events.

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

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

• Assist clients in the onboarding process for the company's coaching programs.

• Address client questions and ensure they are prepared for a successful experience.

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

• Handle accounts receivable and follow up on payments.

• Manage outstanding balances up to around $10,000 and conduct sensitive collection discussions.

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

• Identify ways to improve the client experience.

• 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 relevant experience in Customer Support, Customer Service, Customer Success, Contact Center Operations, Account Management, or a similar high-touch customer-facing role.

• Willingness and ability to travel both domestically and internationally approximately quarterly for live events.

• Availability for evening and weekend events.

• Capability to work long event days of 8-10 hours and remain on your feet for extended periods.

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

• Proficient in direct accounts receivable and collections outreach.

• Exceptional verbal and written communication skills.

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

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

• Ability to take initiative, solve problems independently, and know when to escalate issues.

• Resourceful and adaptable to a fast-paced startup environment.

• Flexibility to effectively navigate ambiguity and changing priorities, processes, systems, and work hours.

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

🏝️ Benefits

• Multiple medical insurance options.

• Employer contributions towards 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 company holidays.

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

• Opportunities to attend company live events.

• Travel and leisure membership benefits.

• Remote work options.