Client Experience Manager

Summary

Join Envoy Global as a Client Experience Manager and ensure a seamless experience for our clients and foreign nationals. You will be responsible for responding to client inquiries, troubleshooting technical issues, conducting training sessions, and managing projects. This crucial role requires excellent customer service skills, strong communication, and the ability to collaborate effectively with cross-functional teams. The position is fully remote within the United States, offering a competitive salary and the opportunity to work in a fast-growing technology company.

Requirements

• 1-2 years of customer service experience
• Excellent customer service skills and empathy to address client needs properly
• A client first mindset to find resolution and next issue avoidance
• A keen eye for attention to detail and accuracy in responses to clients
• Excellent organizational and time-management skills
• Strong communication skills that are clear, concise, and empathetic
• Ability to pivot and multi-task in a fast paced environment
• Ability to work collaboratively across functional teams to find resolutions and process improvement
• Strong proficiency with MS Office Suite, specifically Excel

Responsibilities

• Respond to client (HR contacts) questions and following up with resolutions. This may involve liaising with multiple cross functional teams within Envoy and CIP PC
• Respond and troubleshoot tier-2 level requests with foreign nationals on non-legal questions related to Envoy navigation, status, or training
• Handle escalations as needed and work with management or other teams to resolve
• Lead Client and Foreign National training on the Envoy app
• Pull and distribute reports and information for clients and legal team
• Maintenance of team materials (marcos, trainings, SOPs)
• Ensure customer expectations are set and deadlines are met
• Develop, track, and maintain project plans and project deliverables
• Communicate with the client and internal teams on project milestones and progress
• Projects as assigned

Preferred Qualifications

• Bachelor’s Degree or equivalent work experience
• Passion and interest in immigration
• Experience or knowledge of ticketing systems (Zendesk)

Benefits

• This position is 100% remote, working from home, within the United States
• Salary Range- $45-50K