Client Experience Specialist

ROLE:

The Client Experience Specialist (T2) is a mid-level execution role within the Client Experience team responsible for delivering fast, accurate, and high-quality support across client interactions for our Advisory Practice.

You will operate with autonomy, owning more complex client issues and resolving them end-to-end. This role is focused on doing. You are managing a high volume of live client conversations, navigating systems, and solving problems in real time while maintaining a high standard of communication and professionalism.

You are not the final escalation point, but you are expected to resolve the majority of issues without handoff. Your ability to think critically, communicate clearly, and operate within defined systems directly impacts client satisfaction and overall experience quality.

RESPONSIBILITIES:

- Own daily client support across all channels, including queue management, prioritization, and SLA adherence

- Respond to clients with clear, empathetic, and solutions-oriented communication, resolving issues end-to-end

- Investigate and troubleshoot medium-complexity and high-priority issues, escalating when appropriate

- Maintain accurate documentation and execute workflows in HubSpot to ensure operational consistency

- Collaborate cross-functionally to resolve billing, product, and event-related inquiries

- Support client communication and logistics tied to events, workshops, and program delivery

- Identify recurring issues and communicate insights to improve systems and reduce future tickets

- Execute low-risk failed payment outreach and document outcomes within defined processes

REQUIREMENTS:

- 2+ years of B2B client experience across customer support, client success, account management, business development, or similar client-facing roles within advisory, coaching, live events, or other high-touch environments

- Proven ability to manage complex ticket queues within HubSpot Service Hub or similar ticketing tools, co...