Tech Support Representative - Remote Customer Support

The Role: Elevating the Standard of Service

In a marketplace crowded with mediocrity, we strive for excellence. We are looking for Client Experience Associates who understand that "Customer Service" is transactional, but "Client Experience" is relational.

This is a premium, high-touch role designed for experienced professionals. You will be managing our VIP and Enterprise client base—high-value individuals and business owners who expect competence, discretion, and efficiency. You are not just a support agent; you are a strategic partner and a brand ambassador. If you have a background in hospitality, banking, account management, or executive support, you have the DNA we are looking for.

Core Responsibilities: The "White Glove" Approach

Your job is to ensure that our premium clients never have to ask the same question twice. You will anticipate needs, remove friction, and deliver seamless solutions.

1. Account Management & Retention

• Relationship Ownership: You will be assigned a portfolio of high-value accounts. You are their "person." When they have a problem, they don't call a 1-800 number; they contact you.

• Proactive Outreach: You won't wait for problems to arise. You will conduct quarterly "Health Checks" with your clients to ensure they are utilizing our service to its full potential and to spot opportunities for upsells or feature adoption.

• Churn Prevention: You are the firewall against client loss. If a client expresses dissatisfaction, you have the autonomy and budget to make it right—whether that means issuing a credit, sending a gift, or expediting a feature request.

2. Complex Problem Solving

• Root Cause Analysis: Premium clients often have complex setups. You will need to investigate intricate technical or billing issues, often coordinating with Finance, Legal, or Engineering teams to find a resolution.

• Cross-Functional Leadership: You act as the project manager for your client's issue. You don't just "pass the ticket"; you own the ticket until it is resolved, holding other internal departments accountable for their part in the solution.

3. Consultative Support

• Best Practice Advisory: Clients will look to you for advice. You should be prepared to say, "Here is how other successful clients in your industry are setting this up."

• Product Education: You will conduct 1:1 Zoom walkthroughs and demos to teach clients how to use new features.

Professional Qualifications

This is a senior-level support role. We are looking for:

• Experience: Minimum 3-5 years in a high-touch customer-facing role (B2B Support, Concierge, Hotel Management, Personal Banking, or Executive Assistant).

• Communication Style: Polished, articulate, and professional. You must be able to write emails that are concise yet warm, and speak with authority and empathy.

• Critical Thinking: The ability to make decisions without a script. You need to be comfortable navigating the "gray areas" of policy to do what is right for the business and the client.

• Tech Proficiency: High proficiency with CRM tools (Salesforce, HubSpot), Microsoft Office Suite (Excel pivot tables are a plus), and video conferencing tools.

A Day in the Life of a Client Experience Associate

• 8:30 AM: Review your "High Priority" dashboard. You see an email from a VIP client who is having trouble with an integration.

• 9:00 AM: You call the client directly. You don't read a script. You ask about their business, apologize for the issue, and set up a screen-share session.

• 10:00 AM: You diagnose the issue as a bug. You immediately Slack the Engineering Lead and create a Jira ticket with "Blocker" status. You email the client giving them a realistic timeline for the fix.

• 12:00 PM: Lunch.

• 1:00 PM: Scheduled "Onboarding Call" with a new Enterprise client. You spend 45 minutes walking them through their account setup, ensuring they feel confident and welcomed.

• 3:00 PM: Internal meeting with the Product Team. You advocate for a feature request that three of your clients have asked for. The Product Manager agrees to put it on the roadmap.

• 4:30 PM: You send a handwritten "Thank You" note (via our digital gifting platform) to a client who just celebrated their 5th anniversary with us.

Why This is a Career Step, Not a Stopgap

• Autonomy: We treat you like an adult. You manage your own schedule and your own book of business.

• Impact: Your feedback directly influences the company's strategic direction. You have a seat at the table.

• Networking: You will be interacting with business owners and executives, building a professional network that will serve you for years.

Premium Compensation & Benefits

• Quarterly Bonus: Up to 15% of salary based on Retention and CSAT targets.

• Comprehensive Benefits: Gold-tier Medical, Dental, and Vision (100% paid for the employee, 50% for dependents).

• Retirement: 401(k) with 5% match and immediate vesting.

• PTO: "Take What You Need" vacation policy (Minimum 3 weeks recommended).

• Home Office Budget: one-time stipend to set up your premium home workspace (desk, chair, lighting).

• Professional Development: allowance for conferences, certifications, or classes.

Application Process

To ensure a good fit, our process includes:

1. Resume Review.

2. Video Interview with Hiring Manager.

3. A "Mock Scenario" assessment (Drafting a response to a difficult client).

4. Final Culture Interview.

Ready to elevate your career? Apply today.