Role:

The Client Experience Specialist (T2) is a mid-level execution role within the Client Experience team responsible for delivering fast, accurate, and high-quality support across client interactions for our Advisory Practice.

You will operate with autonomy, owning more complex client issues and resolving them end-to-end. This role is focused on doing. You are managing a high volume of live client conversations, navigating systems, and solving problems in real time while maintaining a high standard of communication and professionalism.

You are not the final escalation point, but you are expected to resolve the majority of issues without handoff. Your ability to think critically, communicate clearly, and operate within defined systems directly impacts client satisfaction and overall experience quality.

Responsibilities:

• Own daily client support across all channels, including queue management, prioritization, and SLA adherence

• Respond to clients with clear, empathetic, and solutions-oriented communication, resolving issues end-to-end

• Investigate and troubleshoot medium-complexity and high-priority issues, escalating when appropriate

• Maintain accurate documentation and execute workflows in HubSpot to ensure operational consistency

• Collaborate cross-functionally to resolve billing, product, and event-related inquiries

• Support client communication and logistics tied to events, workshops, and program delivery

• Identify recurring issues and communicate insights to improve systems and reduce future tickets

• Execute low-risk failed payment outreach and document outcomes within defined processes

Requirements:

• 2+ years of B2B client experience across customer support, client success, account management, business development, or similar client-facing roles within advisory, coaching, live events, or other high-touch environments

• Proven ability to manage complex ticket queues within HubSpot Service Hub or similar ticketing tools, consistently meeting strict SLAs while handling competing priorities

• Experience working in service industries such as hospitality, retail, restaurant, or healthcare

• Excellent written and verbal communication skills with a high level of professionalism in client-facing situations

• Highly organized with strong problem-solving skills and sound judgment in a fast-paced, execution-focused environment

• Technology and AI-forward mindset with a willingness to learn new tools and systems quickly

Results

• Client inquiries are handled quickly, accurately, and with a high level of professionalism

• The majority of issues are resolved without escalation

• SLAs are consistently met or exceeded (FTR < 2 hours, TTC < 72 hours)

• CSAT is maintained at 85%+

• CRM data is clean, complete, and consistently updated

• Failed payment outreach is completed on time within scope

• Recurring issues are identified and communicated to improve systems and reduce repeat tickets

Schedule:

• Monday through Friday, 8:00 AM - 5:00 PM MST, with flexibility to support hours associated with workshops or special events.

• Because we're client-first, urgent requests may occasionally require support outside this window. “Logging off” typically aligns with completing priority tasks and meeting immediate client needs.

Location:

• Remote, USA

• Light travel may be required

Compensation:

• $68,000 - $90,000 base salary

• The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a numbe