Client Experience Specialist III

Summary

Join Velocity Global as a Customer Care Specialist and ensure seamless experiences for customers and employees. Based remotely in Colombia, you will address inquiries, resolve issues, and build relationships, contributing directly to customer satisfaction scores. You will develop client experience strategies, collaborate with cross-functional teams, conduct client feedback sessions, and analyze client metrics. This role requires strong customer service experience, excellent communication skills, problem-solving abilities, and familiarity with CRM tools. Velocity Global offers a range of benefits including flexible time off, parental leave, health and dental insurance, retirement savings, an employee incentive plan, a WFH stipend, and company and spot bonuses.

Requirements

• Minimum 1 years' experience with customer service, ideally in a B2B or SaaS environment
• Strong written and verbal skill in sharing information clearly and empathetically
• Experience with quickly building rapport and managing customer relationships with decorum and care
• Problem-solving skills with a strong ability to assess and evaluate to find effective solutions in high-pressure situations
• Familiarity with CRM tools and customer support software (e.g., DevRev, Superblocks, Airtable, etc.)
• Excellent focus on detail and a passion for delivering outstanding customer experiences
• Capability to work successfully as an individual and as part of a collaborative team
• An enthusiastic and responsive approach, with a commitment to maintaining high levels of customer satisfaction

Responsibilities

• Develop and implement client experience strategies to promote retention, ensuring understanding of our goals
• Collaborate with cross-functional teams to deliver tailored client experiences, resulting in increased client satisfaction and revenue growth
• Conduct client feedback sessions and surveys to gather insights, identify areas for improvement, and inform data-driven decisions
• Analyze client metrics to identify trends, opportunities, and challenges, and develop relevant recommendations to enhance the client experience
• Maintain client relationships, ensuring swift issue resolution, and providing personalized support to high-value clients

Preferred Qualifications

• Experience working with global customers and understanding of international business practices and cultural differences
• Knowledge of Velocity Global's services or an eagerness to gain that knowledge
• 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