Client Experience Manager

Envoy Global; United States; On-site; USD 45,000 - 55,000; Full time

Job summary

Envoy Global is seeking a Client Experience Manager to support our Account Management team. This 100% remote role serves clients across the United States, addressing questions and coordinating with cross-functional teams to ensure timely resolutions.

You will lead client training on the Envoy app, pull and share reports, and develop project plans and deliverables. The ideal candidate has 1–2 years of customer service experience, a bachelor’s degree, and strong communication skills.

Qualifications

• 1–2 years of customer service experience.
• Bachelor’s Degree or equivalent work experience preferred.
• Passion and interest in immigration preferred.
• Experience with Zendesk preferred.
• Excellent customer service skills and empathy.

Responsibilities

• Respond to client (HR contacts) questions and follow up with resolutions.
• Handle escalations with management or other teams.
• Lead Client training on the Envoy app.
• Pull and distribute reports 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 milestones and progress to client and internal teams.

Skills

Customer service

Attention to detail

Time management

Clear communication

Collaborative

Education

Bachelor's degree or equivalent

Tools

Zendesk

MS Excel

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 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.

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.
• Handle escalations as needed and work with management or other teams to resolve.
• Lead Client training on the Envoy app.
• Pull and distribute reports and information for clients and legal team.
• Maintenance of team materials (macros, 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