Client Experience Manager

• Respond to client (HR contacts) questions and following up with resolutions. This may involve liaising with multiple cross functional teams within Envoy and our affiliate law firm CIP PC.
• Respond and troubleshoot tier-2 level requests with foreign nationals on non-legal questions related to Envoy navigation, status, or training.
• Handle escalations as needed and work with management or other teams to resolve.
• Lead Client and Foreign National training on the Envoy app.
• Pull and distribute reports and information for clients and legal team.
• Maintenance of team materials (marcos, trainings, SOPs).
• Ensure customer expectations are set and deadlines are met.
• Develop, track, and maintain project plans and project deliverables.
• Communicate with the client and internal teams on project milestones and progress.
• Projects as assigned.

• 1-2 years of customer service experience.
• Bachelor’s Degree or equivalent work experience preferred.
• Passion and interest in immigration preferred.
• Experience or knowledge of ticketing systems (Zendesk) preferred.
• Excellent customer service skills and empathy to address client needs properly.
• A client first mindset to find resolution and next issue avoidance.  
• A keen eye for attention to detail and accuracy in responses to clients.
• Excellent organizational and time-management skills.
• Strong communication skills that are clear, concise, and empathetic.
• Ability to pivot and multi-task in a fast paced environment.
• Ability to work collaboratively across functional teams to find resolutions and process improvement.
• Strong proficiency with MS Office Suite, specifically Excel.

This position is 100% remote, working from home, within the United States.

To apply, please upload your application following the link provided. We look forward hearing from you!

Notice at Collection for California Applicants:
http://www.envoyglobal.com/notice-at-collection-for-ca-applicants

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