About the job
Join our dynamic Client Experience team as a Client Experience Specialist (T2), an essential mid-level role dedicated to providing swift, precise, and high-quality support across all client interactions. In this role, you will possess the autonomy needed to take ownership of complex client issues, ensuring they are resolved from start to finish. Your focus will be on actively engaging with clients, managing live conversations, navigating our systems, and solving problems in real time while upholding a high standard of professionalism and communication.
While you are not the final escalation point, your expertise will allow you to resolve the majority of issues independently. Your critical thinking skills and clear communication will significantly impact client satisfaction and enhance the overall quality of the client experience.
Key Responsibilities:
Manage daily client support across various channels, ensuring effective queue management, prioritization, and adherence to service level agreements (SLAs).
Communicate with clients in a clear, empathetic, and solution-oriented manner while resolving issues comprehensively.
Investigate and troubleshoot medium-complexity and high-priority issues, escalating them appropriately as necessary.
Maintain precise and complete documentation while executing workflows in HubSpot to ensure operational consistency.
Work collaboratively across departments to address inquiries related to billing, products, and events.
Assist with client communication and logistics concerning events, workshops, and program delivery.
Identify recurring issues and share insights to enhance systems and minimize future ticket submissions.
Conduct low-risk outreach for failed payments and document outcomes within established processes.
Qualifications:
At least 2 years of experience in customer support, client experience, or service operations.
Demonstrated ability to manage high-volume or complex ticket queues with exceptional prioritization skills.
Excellent written and verbal communication skills with a keen attention to detail and tone.
Familiarity with HubSpot Service Hub or similar CRM/ticketing tools.
Highly organized with strong problem-solving abilities and the capacity to work independently within defined parameters.
Comfortable collaborating across teams in a fast-paced environment.

