Tier 2 Client Experience Specialist – Contract

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

📋 Description

• Independently address nuanced or sensitive inquiries from foreign nationals across various channels.

• Offer guidance on complex inquiries by utilizing immigration and client-specific communication protocols.

• Use sound judgment to escalate inquiries when necessary.

• Collaborate with the CX department, legal team members, and internal stakeholders.

• Advocate for best practices concerning the omni-channel communications platform and encourage team adoption.

• Observe conversations and provide feedback for ongoing improvement.

• Recognize trends in inquiries and share insights to enhance training, processes, and platform features.

• Assist in the onboarding and development of new team members.

• Achieve SLAs and KPIs related to response times, quality, and satisfaction.

• Keep up-to-date with immigration law, firm policies, and client-specific procedures.

• Document client interactions and manage multiple active matters or conversations.

• Occasionally travel within the region and to other locations as required.

⛳️ Requirements

• A Bachelor's degree or a combination of education and experience that demonstrates readiness for the role.

• At least 1 year of paralegal-level experience handling U.S. business immigration casework.

• Experience in preparing filings, managing case workflows, collecting documentation, tracking deadlines, and adhering to regulatory or compliance-driven processes.

• Minimum 1 year of direct communication experience with clients.

• Experience interacting with Global Mobility program owners, HR/People teams, foreign nationals, and their dependents.

• Ability to thrive in a structured, high-volume, fast-paced environment while managing multiple active matters or conversations.

• Comfort in communicating via email, chat, or ticketing systems.

• Capability to follow standardized workflows, scripts, templates, and escalation procedures.

• Experience documenting interactions in a CRM, case management system, or similar platform.

• Proficient in clear, professional written and verbal communication.

• Ability to work independently and prioritize tasks effectively.

• Strong attention to detail and organizational abilities.

• Demonstrated judgment, problem-solving, and decision-making skills aligned with compliance-driven work.

• Capability to manage competing priorities while ensuring accuracy and professionalism.

• Empathy, active listening skills, and a service-oriented mindset.

• Understanding of escalation pathways and decision points.

• Extensive relevant business immigration experience may be accepted in lieu of a degree.

• Ability to work at a computer keyboard for extended periods.

• Capability to perform office administrative tasks and occasionally lift or move up to 25 pounds.

• Regular and punctual attendance is required.

• Ability to prioritize, schedule, and complete testing for multiple applications with overlapping timelines.

• Creativity and adaptability are essential.

• Willingness to work more than 40 hours per week if necessary.

• Occasional travel by aircraft, motor vehicle, or other conventional means may be required.

🏝️ Benefits

• Discretionary annual bonus.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Disability insurance.

• Life insurance.

• Sick time.

• Unlimited vacation.

• 401(k) with company match.

• Supportive, team-oriented culture.

• Opportunities for professional growth and development.

• Collaborative and inclusive work environment.