Remote Customer Experience Representative

About the role

A fast-growing coaching and personal development company, founded in 2016 and recognized by Inc. as a high-growth brand, is hiring a Customer Experience Representative for a fully remote position in Latin America. The role is a primary point of contact for clients, combining inbound and outbound support, onboarding, account and payment follow-up, event support and relationship building. Candidates must have at least C1-level English.

Key responsibilities

• Serve as a trusted contact for clients by phone, email, SMS, HubSpot, webinars and in-person events, resolving issues from first contact through resolution.
• Lead client onboarding one-on-one and through live virtual webinars, guiding clients through the coaching program setup.
• Conduct proactive outbound outreach for onboarding, engagement, event attendance and account maintenance.
• Manage accounts receivable and follow up on outstanding balances up to around $10,000, including direct collections conversations.
• Travel domestically and internationally about once a quarter for live events, which may include evening and weekend availability and long event days.
• Improve the client experience by coordinating with internal teams, keeping accurate HubSpot records and recommending process improvements.

Required profile

• 2-4+ years of experience in customer support, customer service, customer success, contact center operations, account management or a similar high-touch customer-facing role.
• C1-level written and spoken English.
• Comfortable with outbound calling, follow-ups and sensitive conversations about money, and with direct collections outreach.
• Willing to travel quarterly for live events, including evening and weekend availability.
• Resourceful in a fast-moving startup environment with changing priorities and hours.

Required skills

• HubSpot or similar CRM/customer support platforms.
• Excellent verbal and written communication, with the confidence to speak to customers individually and in live group webinars.

What we offer

• Pay of $2,000-$3,000 USD per month.
• 15 days of PTO annually and 7 paid company holidays.
• Access to certified coaches and personal development opportunities, and invitations to company live events.
• Travel and leisure membership benefits.