Client Experience Specialist III

As a Customer Care Specialist at Velocity Global, you will ensure a seamless experience for both customers and supported employees by directly addressing inquiries, resolving issues efficiently, and building lasting relationships. With a customer-first mindset, you will represent us and collaborate with the Operations team to continuously improve the customer experience. Your efforts will directly help maintain and enhance our customer satisfaction scores, specifically through our Net Promoter Score (NPS).

We ask that you have a high level of empathy, problem-solving skills, and exactness, and the ability to work collaboratively with internal teams to exceed customer expectations. You will report to the Director of Customer Care.

This is a fully remote position based in Colombia.

You will:

• Develop and implement client experience strategies to promote retention, ensuring understanding of our goals.
• Collaborate with cross-functional teams to deliver tailored client experiences, resulting in increased client satisfaction and revenue growth.
• Conduct client feedback sessions and surveys to gather insights, identify areas for improvement, and inform data-driven decisions.
• Analyze client metrics to identify trends, opportunities, and challenges, and develop relevant recommendations to enhance the client experience.
• Maintain client relationships, ensuring swift issue resolution, and providing personalized support to high-value clients.

You have:

• Minimum 3 years' experience with customer service, ideally in a B2B or SaaS environment.
• Strong written and verbal skill in sharing information clearly and empathetically.
• Experience with quickly building rapport and managing customer relationships with decorum and care.
• Problem-solving skills with a strong ability to assess and evaluate to find effective solutions in high-pressure situations.
• Familiarity with CRM tools and customer support software (e.g., DevRev, Superblocks, Airtable, etc.).
• Excellent focus on detail and a passion for delivering outstanding customer experiences.
• Capability to work successfully as an individual and as part of a collaborative team.
• An enthusiastic and responsive approach, with a commitment to maintaining high levels of customer satisfaction.

Bonus Skills:

• Experience working with global customers and understanding of international business practices and cultural differences.
• Knowledge of Velocity Global's services or an eagerness to gain that knowledge.
• Familiarity with NPS (Net Promoter Score) and customer satisfaction tracking.

Please submit CVs/resumes in English so it may be easily shared with stakeholders.

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