Client Experience Specialist

Summary

Join Velocity Global as a Customer Care Specialist and become a vital part of our customer success team. You will be the primary point of contact for customers and supported employees, addressing inquiries and resolving issues across various communication channels. This role demands strong problem-solving skills, empathy, and the ability to build lasting relationships. You will collaborate with internal teams to enhance customer experience and contribute to process improvements, directly impacting our Net Promoter Score (NPS). We seek candidates with proven experience in B2B or SaaS customer service, a customer-first mindset, and familiarity with CRM tools. Velocity Global offers a competitive benefits package, including flexible time off, health and dental insurance, retirement savings, and more.

Requirements

• Experience in customer service in a B2B or SaaS environment
• Experience interpreting and responding to customer requests empathetically
• Experience building relationships with main partners for each assigned customer and care
• Problem-solving skills and find solutions in high-pressure situations
• Familiarity with CRM tools and customer support software (e.g., DevRev, Superblocks, Airtable, etc.)
• Experience documenting customer issues in detail and experience delivering outstanding customer experiences
• Work as part of a collaborative team
• A with a commitment to maintaining high levels of customer satisfaction

Responsibilities

• Be the first contact for customers and supported employees, addressing inquiries by phone, email, or chat
• Provide accurate information about services, processes, and solutions, ensuring that every interaction is aligned with our customer-first approach
• Resolve customer challenges promptly, escalating to the appropriate teams while maintaining ownership of the resolution process
• Develop long-term relationships with customers by ensuring a positive experience throughout their journey with Velocity Global
• Understand customer needs and provide personalized support to help them achieve their goals, encouraging loyalty and trust
• Work with teams in Operations and other departments to address customer concerns and contribute to process improvements
• Collaborate with other teams to communicate feedback, trends, and potential solutions to enhance overall service delivery and improve customer satisfaction
• Monitor customer satisfaction metrics (including NPS) and maintain these scores through exceptional service and issue resolution
• Enhance the customer experience by identifying areas for improvement and suggesting plans or changes to the team or leadership
• Contribute to the development and iteration of customer service processes, ensuring they align with best practices and customer needs
• Help create FAQs, knowledge base articles, and training materials to improve efficiency and reduce response times

Preferred Qualifications

• Experience working with global customers and understanding of international business practices and cultural differences
• Knowledge of Velocity Global's services or a stay up to date with industry trends
• Familiarity with NPS (Net Promoter Score) and customer satisfaction tracking

Benefits

• Flexible Time Off + Parental Leave
• Health and Dental Insurance (where applicable)
• Retirement Savings + Employee Incentive Plan
• WFH Stipend
• Company Bonus + Spot Bonuses