Customer Experience Representative

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

📋 Description

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

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

• Facilitate individualized and live virtual onboarding sessions for coaching programs.

• Present confidently to groups of clients during onboarding activities.

• Conduct proactive outreach to enhance onboarding, engagement, event participation, account maintenance, and other initiatives aimed at improving customer experience.

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

• Engage in direct and sensitive discussions regarding collections.

• Travel domestically and internationally approximately once a quarter for live events.

• Provide support for events during evenings and weekends as required.

• Identify and implement opportunities to improve the client experience.

• Collaborate with internal teams and ensure accurate record-keeping in HubSpot.

• Suggest enhancements for customer processes, tools, and communication methods.

⛳️ Requirements

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

• A minimum of C1-level English proficiency.

• Outstanding written and verbal communication skills in English.

• Willingness and capability to travel domestically and internationally approximately once a quarter for live events.

• Availability during evenings and weekends when necessary.

• Ability to endure long event days lasting 8 to 10 hours and spend considerable time on your feet.

• Comfortable with substantial phone work, proactive outbound calling, consistent follow-up, and handling sensitive or challenging conversations.

• Familiarity with accounts receivable and collections outreach, including discussions about outstanding financial obligations and overdue balances.

• Excellent verbal and written communication capabilities.

• Proficient in engaging customers both one-on-one and in live virtual group formats, such as webinars and onboarding sessions.

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

• Ability to take ownership of tasks, solve problems independently, and discern when to resolve or escalate issues.

• Resourcefulness and adaptability in a dynamic startup environment with fluctuating priorities, processes, systems, and working hours.

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

🏝️ Benefits

• 15 days of paid time off (PTO) each year.

• 7 paid holidays recognized by the company.

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

• Opportunities to participate in company-sponsored live events.

• Travel and leisure membership benefits.

• Flexibility to work remotely.