Transformative Client Partnership Specialist
1 day ago
We are a united team driven by our desire to connect diverse individuals with common values for impactful outcomes.
Our organization is dedicated to delivering exceptional client experiences while creating access to dignified, meaningful work in communities worldwide.
We employ over a thousand team members across five countries and aim to expand our workforce to over 5,000 people by 2027.
About Our Core Values- Innovative Spirit: Meaningful connections start with being true to ourselves and embracing innovation.
- Collaborative Mindset: We do our best work by exploring new ideas and possibilities through teamwork.
- Agility: We grow by staying adaptable and open to change.
- Ambitious Vision combined with Operational Excellence: Our success comes from setting high goals and working efficiently to achieve them.
- Empathy: At the heart of great partnerships, we'll always find understanding and compassion.
In this position, you will collaborate with internal and external teams to provide customer service in a timely and professional manner and continuously improve processes that enhance the client experience.
You will interact with clients across multiple channels (SMS, email, chat, phone) to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
Your Key Responsibilities- Handle client consultation calls, technical troubleshooting, escalations, and complex investigations.
- Troubleshoot product or service-related issues by investigating root causes, collaborating with internal teams, and ensuring timely resolution.
- Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
- Proactively identify client needs and offer thoughtful solutions, accommodations, or next steps—whether through direct support or referral to other teams.
- Ensure proper and timely escalation of issues to meet internal and external expectations.
- Identify opportunities and recommendations for continuous process improvement.
- Identify patterns in client feedback or pain points and surface actionable insights to improve tools, content, or processes.
- Participate in initiatives that help scale support operations, optimize workflows, and enhance the overall client experience.
- Are curious and authentic, with an analytical and critical thinking approach.
- Passionate about client satisfaction and solutions-focused.
- Have 3+ years of member or customer support experience, preferably in a fast-paced, high-growth startup, concierge, hospitality, or health-related environment.
- Basic knowledge of cloud-based applications and MS Office applications.
- Excellent reading comprehension, verbal, and written communication skills.
- An ability to understand and communicate complex topics to clients.
We expect our Team to become our ultimate partners to success by always giving their 100% in everything, sharing their talents and quirks, and championing our core values: Innovative Spirit, Collaborative Mindset, and Agility.
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