Client Experience Specialist
About The Position
The Client Experience Specialist (T2) is a mid-level execution role within the Client Experience team responsible for delivering fast, accurate, and high-quality support across all client interactions. You will operate with autonomy, owning more complex client issues and ensuring they are resolved end-to-end. This role is focused on doing. You are managing live client conversations, navigating systems, and solving problems in real time while maintaining a high standard of communication and professionalism. You are not the final escalation point, but you are expected to resolve the majority of issues without handoff. Your ability to think critically, communicate clearly, and operate within defined systems directly impacts client satisfaction and overall experience quality.
Requirements
- 2+ years of experience in customer support, client experience, or service operations
- Proven ability to manage high-volume or complex ticket queues with strong prioritization
- Strong written and verbal communication skills with high attention to detail and tone
- Experience with HubSpot Service Hub or similar CRM/ticketing tools
- Highly organized with strong problem-solving skills and the ability to operate independently within defined guardrails
- Comfortable working cross-functionally in a fast-paced environment
Responsibilities
- Own daily client support across all channels, including queue management, prioritization, and SLA adherence
- Respond to clients with clear, empathetic, and solutions-oriented communication while resolving issues end-to-end
- Investigate and troubleshoot medium-complexity and high-priority issues, escalating appropriately when required
- Maintain accurate, complete documentation and execute workflows in HubSpot to ensure operational consistency
- Collaborate cross-functionally to resolve billing, product, and event-related inquiries
- Support client communication and logistics tied to events, workshops, and program delivery
- Identify recurring issues and communicate insights to improve systems and reduce future tickets
- Execute low-risk failed payment outreach and document outcomes within defined processes
Benefits
- Flexible Unlimited Paid Time Off and Company-wide Holidays
- Employer sponsored Medical, Dental, & Vision plans
- $1,950 annual Employer HSA contribution
- FSA options including dependent care
- Employee assistance program and mental health resources
- Employer match program for 401(k), eligible for both Traditional and Roth accounts
- $1,200 annual wellness reimbursement through JOON that supports health, family care, pet care, fitness, and more!
- For local or visiting team members, enjoy access to a state of the art gym at our HQ in Las Vegas
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
