Customer Experience Specialist

Summary

Join Phoenix Offshore as a Customer Experience Specialist in a full-time contractor role based in Lebanon! This position focuses on developing and implementing customer success strategies, mapping client journeys, and ensuring exceptional service delivery. You will be responsible for creating and maintaining client journey maps, conducting quality assurance, overseeing communications, identifying growth opportunities, and managing the sales pipeline. The ideal candidate possesses 2-3 years of marketing experience, customer experience expertise, strong analytical and communication skills, and proficiency in CRM systems and data analysis. This role offers a competitive salary and a supportive remote work environment with opportunities for professional growth.

Requirements

• This role requires 2-3 years of experience in marketing
• Experience in customer experience or customer success roles
• Pro-active strategic and analytical approach with attention to detail
• Excellent communication and interpersonal skills
• Experience with CRM systems and customer journey mapping
• Knowledge of SLA management and performance metrics
• Ability to work independently and manage multiple projects
• Proven ability to succeed in cross-functional roles (working in unison with sales, service, marketing, leadership as the job requires)
• Proficiency in data analysis and reporting tools
• English language proficiency required

Responsibilities

• Develop roadmap for customer success initiatives and implementation
• Integrate customer experience strategies with service team operations
• Create and maintain client journey mapping on an ongoing basis
• Conduct quality assurance for client journey maintenance
• Oversee communications quality assurance processes
• Identify and present growth opportunities based on client insights
• Manage sales pipeline according to service level agreements (SLAs)
• Maintain lead score history for ROI measurement and analysis
• Collaborate with sales and service teams to ensure seamless client experience
• Analyze and document customer feedback and implement improvement strategies
• Analyze customer data and implement improvement
• Referral partnerships

Benefits

A supportive remote work environment with opportunities for professional growth and development