Client Experience Manager

Summary

Join Envoy Global as a Client Experience Manager and ensure excellent support for a key segment of our clients. You will be responsible for responding to client and foreign national inquiries, troubleshooting issues, leading training sessions, and managing projects. This crucial role involves liaising with cross-functional teams and maintaining team materials. The position requires strong customer service, communication, and organizational skills. It is a 100% remote position within the United States, offering an annual base salary range of $45,000-$50,000.

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 our affiliate law firm 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 preferred
• Passion and interest in immigration preferred
• Experience or knowledge of ticketing systems (Zendesk) preferred

Benefits

• This position is 100% remote, working from home, within the United States
• Annual Base Salary Range- $45,000.00-$50,000.00