Client Experience Specialist

As a Client Experience Specialist , you'll join a growing, client-focused support team dedicated to delivering exceptional service and ensuring every client has a positive experience. You'll serve as a trusted resource by educating clients, resolving inquiries, and guiding them through the platform with empathy, professionalism, and efficiency.

This is an ideal opportunity for someone who enjoys solving problems, communicating with customers, and making a meaningful impact while working in a collaborative, remote environment.

What You'll Do

Client Support

• Assist clients by phone, email, chat, and other communication channels with product questions and support requests.
• Guide clients through the platform to successfully complete tasks and resolve issues.
• Maintain accurate and detailed client records within Salesforce or other CRM systems.
• Act as a trusted advocate for clients by identifying issues, sharing feedback internally, and helping improve the customer experience.
• Investigate and resolve client concerns while providing timely, high-quality service.
• Demonstrate empathy, professionalism, and active listening in every client interaction.

Drive Results

• Meet or exceed individual and team performance goals and key performance indicators (KPIs).
• Continuously seek opportunities to improve the client experience.
• Participate in ongoing training and professional development.
• Take ownership of your work while collaborating closely with your manager and teammates.

Operational Excellence

• Learn new tools and technologies that improve service and operational efficiency.
• Assist with onboarding and mentoring new team members as needed.
• Utilize de-escalation techniques to resolve issues quickly and minimize unnecessary transfers.
• Follow established policies, procedures, and best practices.
• Share ideas that improve team productivity and client satisfaction.

Team & Culture

• Foster a positive, collaborative, and inclusive work environment.
• Provide constructive feedback and support fellow team members.
• Contribute to a culture of continuous learning, accountability, and improvement.
• Celebrate team successes and help create an engaging workplace.

Qualifications

Required

• Minimum of 2 years of customer support experience , preferably in a call center environment.
• At least 2 years of experience using a CRM platform , with Salesforce experience preferred.
• Excellent written and verbal communication skills.
• Strong organization, time management, and multitasking abilities.
• Ability to thrive in a fast-paced, remote work environment.
• Strong problem-solving skills and attention to detail.
• High school diploma or equivalent.

Preferred

• Experience working in a Software-as-a-Service (SaaS) environment.
• Legal or litigation support experience.
• Experience using cloud-based phone systems such as DialPad.
• Proficiency with Microsoft Office applications, including Outlook, Word, and PowerPoint.

What We're Looking For

We're looking for someone who is:

• Customer-focused and empathetic
• Curious and eager to learn
• Self-motivated and accountable
• Coachable and collaborative
• Tech-savvy and comfortable learning new software
• Organized, adaptable, and solutions-oriented
• Passionate about delivering exceptional customer experiences

Work Environment

This is a fully remote position based in the United States. The role primarily involves computer and phone work in a professional home office environment. Occasional travel for team or company events may be available but is not required.

Compensation

The approved pay range for this role is $17.81–$30.85 per hour , depending on experience, qualifications, and geographic location.

Please note that the minimum of this pay range may be below the minimum wage requirements in certain locations. In those cases, compensation will comply with all applicable state and local wage laws. For example, the current minimum wage is $19.61/hour in San Francisco, CA and $20.34/hour in Emeryville, CA . Actual starting pay will always meet or exceed applicable local wage requirements and may vary based on work location, experience, and qualifications.

Benefits

Eligible employees receive a comprehensive benefits package that includes medical, dental, vision, paid time off, retirement savings options, and additional programs designed to support employees' overall well-being.