客户体验代表 | 5万-6.5万美元（5.5万-7万美元总薪酬）+ 远程
Customer Experience Representative | $50K-$65K ($55K-$70K Total Comp) + Remote |
客户体验代表是客户在与我们客户互动过程中的主要联系人。该职位结合了卓越的来电和外拨客户服务，以及主动的联络、入职引导、账户和付款跟进、活动支持及关系建立。
这不仅仅是支持工作。你经常会打电话，发起对话，必要时进行跟进，专业地讨论敏感的财务问题，帮助解决未结余额，并识别提升客户体验的适当机会。
理想的候选人真心喜欢帮助他人，能够将同理心与责任感相结合。你积极主动，有条理，能自如地进行困难对话，并能承担责任，独立思考而非仅仅依赖脚本。
职责
- 作为客户通过电话、电子邮件、短信、HubSpot、网络研讨会和线下活动的可信赖联系人，从初次接触开始到问题解决，全程负责客户的疑问和问题。
- 一对一地领导客户入职体验，并通过现场虚拟网络研讨会进行引导，自信地与客户群体互动并进行演示，指导他们完成公司的辅导项目，回答问题，确保他们获得成功的体验。
- 主动进行外拨联络，包括入职、参与度、活动出席、账户维护和其他客户体验计划。
- 管理应收账款和付款跟进，包括积极且持续地追讨最高约1万美元的未结余额，并进行直接而敏感的催收对话。
- 每季度可能需要在国内和国际之间旅行，可能需要晚上和周末的可用性。
- 识别提升客户体验的适当机会，与内部团队协调，保持准确的HubSpot记录，并建议改进客户流程、工具和沟通方式。
- 2年以上相关经验，从事客户支持、客户服务、客户成功、客服中心运营、账户管理或其他高接触度的客户面向岗位；4年优先。
- 必须愿意并能够每季度在国内和国际间出差参加现场活动，包括晚上/周末的可用性，长达8-10小时的活动日，以及长时间站立。护照需已准备就绪。
- 真正享受与人交谈
查看英文原文
The Customer Experience Representative serves as a primary point of contact for community members throughout their journey with our client. This role combines exceptional inbound and outbound customer support with proactive outreach, onboarding, account and payment follow-up, event support, and relationship building.
This is not JUST support. You’ll very often pick up the phone, initiate conversations, follow up when necessary, discuss sensitive financial matters professionally, help resolve outstanding balances and identify appropriate opportunities to enhance the client experience.
The ideal candidate genuinely loves helping people and can balance empathy with accountability. You’re proactive, organized, comfortable having difficult conversations, and able to take ownership and think critically rather than relying solely on scripts.
Responsibilities
- Serve as a trusted point of contact for clients across phone, email, SMS, HubSpot, webinars, and in-person events, owning customer questions and issues from initial contact through resolution.
- Lead client onboarding experiences one-on-one and through live virtual webinars, confidently engaging and presenting to groups of clients while guiding them through the onboarding of the company’s coaching programs, answering questions, and ensuring they are set up for a successful experience.
- Conduct proactive outbound outreach for onboarding, engagement, event attendance, account maintenance, and other customer experience initiatives.
- Manage accounts receivable and payment follow-up, including proactively and persistently pursuing outstanding balances up to approximately $10,000 and having direct, sensitive collections conversations.
- Quarterly domestic and international travel that may require evening and weekend availability.
- Identify appropriate opportunities to enhance the client experience, coordinate with internal teams, maintain accurate HubSpot records, and recommend improvements to customer processes, tools, and communications.
- 2+ years of relevant experience in Customer Support, Customer Service, Customer Success, Contact Center Operations, Account Management, or another high-touch customer-facing role; 4+ years preferred.
- Must be willing and able to travel domestically and internationally approximately quarterly for live events, including evening/weekend availability, long 8-10 hour event days, and extended time on your feet. Passport needs to be all set.
- Genuinely enjoys talking with customers and is comfortable spending significant time on the phone, including proactive outbound calling, repeated follow-up, and sensitive or challenging conversations.
- Comfortable with direct accounts receivable and collections outreach, including discussing outstanding financial obligations, repeatedly following up on overdue balances, and confidently asking customers to take action while balancing empathy with accountability.
- Excellent verbal and written communication skills, with the confidence to engage customers one-on-one and in live virtual group settings, including webinars and onboarding sessions.
- Strong critical thinking, empathy, organization, and sound judgment, with the ability to take ownership, solve problems independently, and know when to resolve an issue versus escalate it.
- Resourceful and comfortable working in a fast-moving startup environment where priorities, processes, systems, and working hours can change; must be flexible and able to operate effectively through ambiguity.
- Experience with HubSpot or similar CRM/customer support platforms.
About SaaS Talent
SaaS Talent is more than just a recruiting company. We're your hiring, business development and growth partner with 20+ years of experience in SaaS and Hi-Tech that helps you scale and transform your business. We've worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you're struggling to grow, we're an ideal choice.
Reach out to us at www.saas-talent.com to learn more about how we can help you.
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Please note:This position is not available in California, New York, New Jersey, or Pennsylvania.
ARE YOU READY TO HELP CREATE LIFE-CHANGING EXPERIENCES THAT EMPOWER THOUSANDS OF PEOPLE TO TRANSFORM THEIR LIVES, BUSINESSES, AND FUTURES?
Our client is a fast-growing coaching and personal development company founded in 2016 with a mission to help entrepreneurs and individuals end personal suffering and develop the mindset, tools, and practices needed to achieve their full potential.
The company has become one of the fastest-growing brands and businesses in the personal and business development industry. Their annual live event was named by Inc. as a Top 3 Must-Attend Personal Development Event for Entrepreneurs, alongside Tony Robbins' Date With Destiny. Their founder was named by Inc. as a leading expert on mindset and business, and SUCCESS Magazine referred to his methodology as the next evolution in personal development. He has also been featured on Impact Theory, where his appearance was rated among the show's Top 5 interviews, and his videos have received millions of views online. The company was also ranked #171 on the Inc. 500 list of fastest-growing companies.
Today, their rapidly growing platform includes coaching programs, digital products, bestselling books, a podcast reaching millions of listeners, and major live experiences bringing together thousands of entrepreneurs and leaders.
Their founder is more than a motivational speaker and coach; he is an entrepreneur and an early pioneer of SEO and e-commerce, where he led the sales team that sold the first motorcycle online, generating $70M in less than 2 years.
Benefits:
- Multiple medical insurance options
- Employer contribution toward medical insurance premiums
- Dental and vision insurance options
- Supplemental life insurance
- Voluntary short-term and long-term disability insurance
- 15 days of 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
Originally posted on Himalayas