Client Experience Manager

Socket.dev; Chicago (IL); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

Remote work from home (US)

Job summary

Envoy Global in the United States seeks a Client Experience Manager to join the Account Management & Customer Experience team. You will respond to client questions, support foreign nationals, and coordinate cross-functional teams to resolve issues.

Key duties include client training, reporting, and maintaining SOPs while ensuring timelines and high service standards. This role is 100% remote within the United States and offers a base salary range of $45,000–$55,000.

Qualifications

• 1–2 years of customer service experience.
• Bachelor’s Degree or equivalent work experience preferred.
• Experience with Zendesk or similar ticketing systems preferred.
• Strong communication and empathetic customer service mindset.

Responsibilities

• Respond to HR client inquiries and provide timely resolutions.
• Troubleshoot tier-2 level questions from foreign nationals on Envoy navigation and training.
• Lead client trainings on the Envoy app.
• Prepare reports and maintain team materials and SOPs.

Skills

Customer service

Zendesk

MS Excel

Communication

Education

Bachelor's Degree or equivalent

Tools

MS Office Suite

Job description

Envoy Global is a proven innovator in the global immigration space. Our mission combines our industry-leading tech platform with holistic service to streamline, simplify and expedite the immigration process for employers and individuals.

Envoy Global has an exciting opportunity for a Client Experience Manager to join our Account Management & Customer Experience team. In this crucial role, you'll ensure a key segment of Envoy’s Clients that are supported by sharing information, answering questions and handling tasks related to their account support. In addition, you will be supporting Envoy’s Foreign Nationals while giving excellent service and resolution to inquiries.

As our Client Experience Manager, you will be required to:

• Respond to client (HR contacts) questions and following up with resolutions. This may involve liaising with multiple cross functional teams within Envoy and our affiliate law firm CIP PC.
• Respond and troubleshoot tier-2 level requests with foreign nationals on non-legal questions related to Envoy navigation, status, or training.
• Handle escalations as needed and work with management or other teams to resolve.
• Lead Client and Foreign National training on the Envoy app.
• Pull and distribute reports and information for clients and legal team.
• Maintenance of team materials (marcos, trainings, SOPs).
• Ensure customer expectations are set and deadlines are met.
• Develop, track, and maintain project plans and project deliverables.
• Communicate with the client and internal teams on project milestones and progress.
• Projects as assigned.

To apply for this role, you should possess the following skills, experience and qualifications:

• 1-2 years of customer service experience.
• Bachelor’s Degree or equivalent work experience preferred.
• Passion and interest in immigration preferred.
• Experience or knowledge of ticketing systems (Zendesk) preferred.
• Excellent customer service skills and empathy to address client needs properly.
• A client first mindset to find resolution and next issue avoidance.
• A keen eye for attention to detail and accuracy in responses to clients.
• Excellent organizational and time-management skills.
• Strong communication skills that are clear, concise, and empathetic.
• Ability to pivot and multi-task in a fast paced environment.
• Ability to work collaboratively across functional teams to find resolutions and process improvement.
• Strong proficiency with MS Office Suite, specifically Excel.

This position is 100% remote, working from home, within the United States.

Annual Base Salary Range- $45,000.00-$55,000.00

Notice at Collection for California Applicants:http://www.envoyglobal.com/notice-at-collection-for-ca-applicants

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