[Hiring] Customer Experience Representative @PhillyTech.Co

Role Description

The Customer Experience Representative serves as a primary point of contact for community members throughout their journey with our client. This role combines exceptional inbound and outbound customer support with proactive outreach, onboarding, account and payment follow-up, event support, and relationship building.

This is not JUST support. You’ll very often pick up the phone, initiate conversations, follow up when necessary, discuss sensitive financial matters professionally, help resolve outstanding balances and identify appropriate opportunities to enhance the client experience.

The ideal candidate genuinely loves helping people and can balance empathy with accountability. You’re proactive, organized, comfortable having difficult conversations, and able to take ownership and think critically rather than relying solely on scripts.

Responsibilities

• Serve as a trusted point of contact for clients across phone, email, SMS, HubSpot, webinars, and in-person events, owning customer questions and issues from initial contact through resolution.
• Lead client onboarding experiences one-on-one and through live virtual webinars, confidently engaging and presenting to groups of clients while guiding them through the onboarding of the company’s coaching programs, answering questions, and ensuring they are set up for a successful experience.
• Conduct proactive outbound outreach for onboarding, engagement, event attendance, account maintenance, and other customer experience initiatives.
• Manage accounts receivable and payment follow-up, including proactively and persistently pursuing outstanding balances up to approximately $10,000 and having direct, sensitive collections conversations.
• Quarterly domestic and international travel that may require evening and weekend availability.
• Identify appropriate opportunities to enhance the client experience, coordinate with internal teams, maintain accurate HubSpot records, and recommend improvements to customer processes, tools, and communications.

Qualifications

• 2-4+ years of relevant experience in Customer Support, Customer Service, Customer Success, Contact Center Operations, Account Management, or similar high touch customer facing role.
• Exceptional English communication skills, both written and spoken (C1 level minimum).
• Must be willing and able to travel domestically and internationally approximately quarterly for live events, including evening/weekend availability, long 8-10 hour event days, and extended time on your feet.
• Genuinely enjoys talking with customers and is comfortable spending significant time on the phone, including proactive outbound calling, repeated follow-up, and sensitive or challenging conversations.
• Comfortable with direct accounts receivable and collections outreach, including discussing outstanding financial obligations, repeatedly following up on overdue balances, and confidently asking customers to take action while balancing empathy with accountability.
• Excellent verbal and written communication skills, with the confidence to engage customers one-on-one and in live virtual group settings, including webinars and onboarding sessions.
• Strong critical thinking, empathy, organization, and sound judgment, with the ability to take ownership, solve problems independently, and know when to resolve an issue versus escalate it.
• Resourceful and comfortable working in a fast-moving startup environment where priorities, processes, systems, and working hours can change; must be flexible and able to operate effectively through ambiguity.
• Experience with HubSpot or similar CRM/customer support platforms.

Benefits

• 15 days of PTO annually
• 7 paid company holidays
• Access to company-certified coaches and personal development opportunities
• Opportunities to attend company live events
• Travel and leisure membership benefits