Customer Experience Representative

Company Description

Please note: This position is not available in California, New York, New Jersey, or Pennsylvania.

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. 5000 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.

Benefits:

• Multiple medical insurance options
• Employer contribution toward medical insurance premiums
• Dental and vision insurance options
• Supplemental life insurance
• Voluntary short-term and long-term disability insurance
• 15 days of PTO annually
• 7 paid company holidays
• Access to company-certified coaches and personal development opportunities
• Opportunities to attend company live events
• Travel and leisure membership benefits

Job Description

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.

Qualifications

• 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.
• 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 escalate 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.

Additional Information

About SaaS Talent

SaaS Talent is more than just a recruiting company. We're your hiring, business development and growth partner with 20+ years of experience in SaaS and Hi-Tech that helps you scale and transform your business. We've worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you're struggling to grow, we're an ideal choice.

Reach out to us at www.saas-talent.com to learn more about how we can help you**.**

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