Client Experience Manager

Envoy Global, Inc.; Chicago (IL); Hybrid; USD 45,000 - 55,000; Full time

Job summary

Envoy Global is seeking a Client Experience Manager to join the Account Management & Customer Experience team. This remote role supports clients and foreign nationals by answering questions, sharing information and handling account-related tasks.

The position requires 1-2 years of customer service, a bachelor’s degree or equivalent, and experience with Zendesk. The candidate must be able to multitask, communicate clearly, and collaborate across teams.

Qualifications

• 1-2 years of customer service experience.
• Bachelor’s Degree or equivalent work experience 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.

Responsibilities

• Respond to client (HR contacts) questions and follow up with resolutions.
• Troubleshoot tier-2 level requests with foreign nationals on non-legal questions.
• Handle escalations and coordinate with management or other teams.
• Lead Client and Foreign National training on the Envoy app.
• Pull and distribute reports and information for clients and legal team.
• Maintain team materials (macros, trainings, SOPs).
• Ensure customer expectations are set and deadlines are met.
• Develop, track, and maintain project plans and deliverables.
• Communicate with client and internal teams on milestones and progress.
• Handle additional projects as assigned.

Skills

Customer Service

Zendesk

Excel

Communication

Time Management

Multitasking

Collaboration

Education

Bachelor's degree or equivalent work experience

Tools

Zendesk

MS Office

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

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