[Hiring] Client Experience Specialist @Yokly

Role Description

We know the frustrating part of being good at your job is watching a problem happen and not having the standing to fix it. This role is built so that never happens to you again. This is a seat with real authority: you audit how Yokly's client-facing teams perform, and you report what you find straight to the CEO — not because of your title, but because he delegates that authority to you directly, on day one. If you'd rather decide and act than flag something up a chain and wait, keep reading.

Your Role & Contract

• Contract type: Independent Contractor
• Full-time
• Shift: 11:00 PM – 8:00 AM Philippine Time (Graveyard) — aligns with 8:00 AM – 5:00 PM PST for the client

What you'll own:

• The full client experience, end to end — what every client sees, touches, and feels with Yokly, from handover through the life of the account
• Direct audit authority over how our Client Success Managers and Leads communicate with clients — including sitting in on real client meetings
• Client check-in calls and exit interviews, run on your own judgment within a clear protocol
• Design of our loyalty and referral programs, our client-facing reporting, and our onboarding experience — and you keep owning what you build, not handing it off once it ships
• A direct line to the CEO — no manager between you and the person you report your findings to

Qualifications

• 3-5 years in client experience, client success, account management, or a related client-facing role
• Bachelor's degree in Business, Communications, or a related field — or equivalent experience if you don't have one
• Comfortable holding a line with a manager whose work you're auditing — your authority comes from the CEO, not from outranking anyone
• Analytical by instinct — you solve the problem in front of you instead of escalating it
• A confident communicator who can run a real conversation with a client, not just write a report about one

Benefits

• Permanent Work-From-Home setup
• Weekends off — Saturdays and Sundays are yours
• HMO coverage with Maxicare upon regularization, with the option to add dependents
• Wellness checks and support services
• Paid Time Off: 40 hours in year 1, growing to 120 hours with tenure
• Sick Leave: 40 hours (16 available even during probation)
• Mental Health Leave: 8 hours a year
• Special leaves: birthday, bereavement, and paternity leave
• Holiday observance: U.S. holidays plus select Philippine Holy Week dates
• Convert unused PTO to cash
• Company-provided equipment
• Yokly's 13th Month Pay
• A Welcome Kit, plus tokens for birthdays, milestones, and anniversaries