Customer Success Coach

Global LT, Inc.; San Juan (PR); On-site; USD 42,000 - 62,000; Full time

Job summary

Global LT, Inc. is seeking a Customer Success Coach to coordinate tailored language learning programs for professionals and families. You will engage, coach, and increase utilization while delivering high-quality customer service to all clients.

The role emphasizes bilingual communication and strong organizational skills, with responsibility for managing relationships with clients and internal teams to ensure successful relocation-related language support.

Qualifications

• Proficiency in English required.
• Bilingual in English and at least one other language.
• Sales experience would be an asset but not required.

Responsibilities

• Coordinate tailored language learning programs and engagement strategies.
• Engage, coach, and increase utilization among customers.
• Provide top-notch customer service to all clients.
• Maintain data integrity and update Global LT’s database.

Skills

Customer service

Multitasking

Organizational skills

Written communication

Communication skills

Tools

Microsoft Office

Job description

Customer Success Coach

SUMMARY:

The Customer Success Coach is to coordinate tailored language learning programs to support professionals and their families; to engage, coach, and increase utilization among our customers. Also providing support and top‑notch customer service experience for all our customers.

RESPONSIBILITIES:

• Drive a high level of customer and client satisfaction while managing large caseloads
• Cultivate and manage positive client relationships with corporate relocation management companies to ensure Global LT as the preferred language training supplier
• Counsel customers on authorized relocation benefits provided by their employer
• Manage all activities, including those performed by third‑party suppliers related to the transfer process
• Lead point of contact and coordination for all assignment components – including internal and external points of need
• Carry out the pre‑assignment briefing and orientation with the authorized participant on the client’s policy and/or benefit. Need to be comfortable on the phone talking to many different level employees
• Provide continuing coaching and support to clients and participants maintaining regular contact throughout the assignment
• Build productive and effective relationships with clients, participants and direct suppliers as well as within Global LT
• Maintain data integrity, including updating Global LT’s database, providing the required data to produce ongoing status reports
• Initiate customer satisfaction surveys when client policy allows
• Undertake other tasks as required
• Adhere to Global LT’s Standards of Excellence in all aspects of the assignment process
• Meet company metrics for customer satisfaction, utilization, responsiveness and company goals

EDUCATION AND/OR EXPERIENCE:

• Proficiency in English is required
• Sales experience would be an asset but not required
• Bilingual in English and at least one other language

QUALIFICATIONS:

• Proficient with PC and Microsoft Office such as Word, Excel, PowerPoint, Outlook
• Must have strong organizational skills and be detail‑oriented and organized, methodical with an analytical approach to work
• Ability to deal with multitasking under continuous high‑pressure situations
• Excellent written and communication skills
• The ability to communicate clearly and professionally
• Strong customer service focus
• Work well within a team with good trouble‑shooting and conflict management skills
• Shows initiative and creativity; be self‑motivated
• The ability to upsell products