Client Experience Specialist

As a Customer Care Specialist at Velocity Global, you will be an important part of our customer success team, responsible for ensuring a positive and seamless experience for both our Customers and Supported Employees. You will engage directly with customers to provide solutions to their inquiries, resolve issues, and foster lasting relationships. With a customer-first mindset, you will be our voice and work with our Operations team to improve the customer experience.

We are looking for a high level of empathy, problem-solving experience providing detailed troubleshooting and resolutions to users, and the ability to work with other teams to exceed customer expectations. Your efforts will directly help maintain our customer satisfaction scores, specifically through our Net Promoter Score (NPS).

Main Responsibilities:

• Customer Engagement:
• 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.
• Relationship Management:
• 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.
• Collaboration:
• 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.
• 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.
• Process Improvement:
• 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.

Qualifications:

• 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.

Skills:

• 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.