Customer Experience Representative | $2K-$3K USD Monthly + Remote | Inc. 5000 Award-Winning, High-Growth Coaching Company

PhillyTech.Co; Medellín; Hybride; COP 70 622 000 - 105 933 000; Plein temps

Avantages offerts par ce poste

15 days PTO annually

7 paid holidays

Access to coaches

Attend live events

Résumé du poste

PhillyTech.Co is seeking a Customer Experience Representative to be the primary contact for our LATAM remote community, handling inbound and outbound support, onboarding, and payment follow-up to ensure a smooth client experience. You will collaborate across teams, manage relationships, and engage clients during events, while traveling quarterly as needed.

A strong English level (C1) and 2–4+ years of customer-facing experience are required.

Qualifications

• Minimum 2–4+ years in customer support or similar role.
• Excellent English communication (C1).
• Willing to travel domestically and internationally quarterly.
• Comfortable with accounts receivable and collections discussions.
• Strong communication and problem-solving abilities.
• Experience with CRM platforms like HubSpot.

Responsabilités

• Serve as primary contact for clients via phone, email, SMS, and events, guiding issues from first contact to resolution.
• Lead onboarding experiences and live webinars, presenting to groups and guiding program setup.
• Conduct proactive outbound outreach for onboarding, engagement, and attendance.
• Manage accounts receivable and payment follow-up, handling balances up to $10,000.
• Support travel for quarterly domestic/international events; adapt to evening/weekend schedules.
• Identify opportunities to improve customer processes and tools; coordinate with internal teams.

Description du poste

Customer Experience Representative | $2K-$3K USD Monthly + Remote | Inc. 5000 Award-Winning, High-Growth Coaching Company

• Full-time
• Compensation: USD 2,000 - USD 3,000 - monthly

This role is fully remote in LATAM. You must have a minimum of C1 level English for this position.

ARE YOU READY TO HELP CREATE LIFE-CHANGING EXPERIENCES THAT EMPOWER THOUSANDS OF PEOPLE TO TRANSFORM THEIR LIVES, BUSINESSES, AND FUTURES?

Our client is a fast-growing coaching and personal development company founded in 2016 with a mission to help entrepreneurs and individuals end personal suffering and develop the mindset, tools, and practices needed to achieve their full potential.

The company has become one of the fastest-growing brands and businesses in the personal and business development industry. Their annual live event was named by Inc. as a Top 3 Must-Attend Personal Development Event for Entrepreneurs, alongside Tony Robbins' Date With Destiny.

Their founder was named by Inc. as a leading expert on mindset and business, and SUCCESS Magazine referred to his methodology as the next evolution in personal development. He has also been featured on Impact Theory, where his appearance was rated among the show’s Top 5 interviews, and his videos have received millions of views online. The company was also ranked in the top 200 on the Inc. 500 list of fastest-growing companies.

Today, their rapidly growing platform includes coaching programs, digital products, bestselling books, a podcast reaching millions of listeners, and major live experiences bringing together thousands of entrepreneurs and leaders.

Their founder is more than a motivational speaker and coach; he is an entrepreneur and an early pioneer of SEO and e-commerce, where he led the sales team that sold the first motorcycle online, generating $70M in less than 2 years.

• 15 days of PTO annually
• 7 paid company holidays
• Access to company-certified coaches and personal development opportunities
• Opportunities to attend company live events

The Customer Experience Representative serves as a primary point of contact for community members throughout their journey with our client. This role combines exceptional inbound and outbound customer support with proactive outreach, onboarding, account and payment follow-up, event support, and relationship building.

This is not JUST support. You’ll very often pick up the phone, initiate conversations, follow up when necessary, discuss sensitive financial matters professionally, help resolve outstanding balances and identify appropriate opportunities to enhance the client experience.

The ideal candidate genuinely loves helping people and can balance empathy with accountability. You’re proactive, organized, comfortable having difficult conversations, and able to take ownership and think critically rather than relying solely on scripts.

Responsibilities

• Serve as a trusted point of contact for clients across phone, email, SMS, HubSpot, webinars, and in-person events, owning customer questions and issues from initial contact through resolution.
• Lead client onboarding experiences one-on-one and through live virtual webinars, confidently engaging and presenting to groups of clients while guiding them through the onboarding of the company’s coaching programs, answering questions, and ensuring they are set up for a successful experience.
• Conduct proactive outbound outreach for onboarding, engagement, event attendance, account maintenance, and other customer experience initiatives.
• Manage accounts receivable and payment follow-up, including proactively and persistently pursuing outstanding balances up to approximately $10,000 and having direct, sensitive collections conversations.
• Quarterly domestic and international travel that may require evening and weekend availability.
• Identify appropriate opportunities to enhance the client experience, coordinate with internal teams, maintain accurate HubSpot records, and recommend improvements to customer processes, tools, and communications.

• 2-4+ years of relevant experience in Customer Support, Customer Service, Customer Success, Contact Center Operations, Account Management, or similar high touch customer facing role.
• Exceptional English communication skills, both written and spoken (C1 level minimum).
• Must be willing and able to travel domestically and internationally approximately quarterly for live events, including evening/weekend availability, long 8-10 hour event days, and extended time on your feet.
• Genuinely enjoys talking with customers and is comfortable spending significant time on the phone, including proactive outbound calling, repeated follow-up, and sensitive or challenging conversations.
• Comfortable with direct accounts receivable and collections outreach, including discussing outstanding financial obligations, repeatedly following up on overdue balances, and confidently asking customers to take action while balancing empathy with accountability.
• Excellent verbal and written communication skills, with the confidence to engage customers one-on-one and in live virtual group settings, including webinars and onboarding sessions.
• Strong critical thinking, empathy, organization, and sound judgment, with the ability to take ownership, solve problems independently, and know when to resolve an issue versus elevate it.
• Resourceful and comfortable working in a fast-moving startup environment where priorities, processes, systems, and working hours can change; must be flexible and able to operate effectively through ambiguity.
• Experience with HubSpot or similar CRM/customer support platforms.