About the Role
This position is responsible for providing exceptional client service by addressing inquiries, resolving issues, and maintaining strong relationships through proactive communication and coordination across teams.
Responsibilities
- Respond promptly to client inquiries via email and other digital channels
- Diagnose and resolve account-related issues efficiently
- Maintain up-to-date client records in internal systems
- Escalate technical or complex problems to appropriate departments
- Collaborate with internal teams to improve service workflows
- Ensure all client interactions meet quality and timeliness standards
- Follow documented procedures for handling sensitive data
- Identify recurring issues and suggest process improvements
- Support onboarding of new clients when needed
- Communicate service updates and changes clearly to clients
- Track and report on client satisfaction metrics
- Adhere to service level agreements for response times
- Maintain a deep understanding of product offerings
- Assist in testing updates that affect client experience
- Participate in team meetings and training sessions
- Document client interactions accurately and thoroughly
- Handle requests for account modifications securely
- Provide feedback on client pain points to leadership
- Stay informed about industry trends in digital commerce
- Uphold brand reputation through professional communication
- Manage multiple tasks without compromising accuracy
- Meet performance goals related to resolution time and quality
- Ensure compliance with company policies and regulations
- Contribute to knowledge base content updates
- Support special projects related to client operations
Nice to Have
- Prior experience in e-commerce or technology
- Familiarity with affiliate marketing networks
- Experience with analytics dashboards
- Background in technical support
- Knowledge of SEO or digital publishing
- Previous remote work success
- Understanding of data privacy regulations
Compensation
Competitive, based on experience
Work Arrangement
100% remote; Chicago metropolitan area candidates preferred
Team
Part of a dynamic, customer-focused team supporting digital commerce initiatives
Why This Role Matters
Client Experience Specialists play a key role in shaping how partners perceive the platform, directly influencing retention and trust. This position ensures smooth operations by serving as the primary contact for issue resolution and guidance.
Growth Opportunities
Team members have pathways to advance into senior support, operations leadership, or cross-functional roles in product and strategy based on performance and interest.
Work Environment
Fully remote with flexible scheduling within business hours. Regular virtual check-ins and team collaboration are expected. Occasional asynchronous work may be required.
Not available
