As a platform company powering businesses all over the world, Union processes payments, event bookings, provides marketing tools, and helps creators start an internet business from anywhere. We’re looking for an enthusiastic, engaging and well-spoken Client Experience Manager to assist our company in expanding our client base. Responsibilities include tracking all points of client engagement, addressing client and customer inquiries, hiring representatives, and identifying ways to improve our client and customer experiences.

To ensure success as a client experience manager, you should exhibit in-depth knowledge of the platform and the recommended products we present to our client base. A top-notch client experience manager will be someone whose expertise results in excellent client relationship management and a positive brand image.

Responsibilities:

• Tracking client and customer experiences across online and offline channels, devices and touchpoints
• Collaborate with engineering, product, marketing, and sales teams to enhance customer services and brand awareness
• Hire and manage customer client experience representatives
• Analyze client feedback on product ranges and new releases, as well as preparing reports.
• Document processes and log technical issues, as well as client and customer compliments and complaints
• Remotely Managing CX Representatives
• Managing CX Scheduling

You have:

• At least two years’ experience as a client experience manager (or a similar support management role) for a software company.
• Extensive experience in gathering and interpreting client experience information.
• Solid knowledge of online client engagement platforms and channels (Zendesk, Intercom, Salesforce)
• Strong communication, interpersonal, teamworking, and a client-centered approach
• Good time management and analytical skills
• Good telephone etiquette and computer literacy skill
• Superb communication, collaboration, and problem-solving skills

Nice to have:

• Experience using HelpScout

You should include these in your application:

• A resume and/or LinkedIn profile

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