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Envoy Global Verified
Immigration Services, HR Technology, SaaS

Client Experience Manager

Chicago Or Remote, United StatesRemoteFull TimeManager / Head$45,000–$55,000 /yrPosted 19 hours agoVisa sponsorship available

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Role summary

Envoy Global is seeking a Client Experience Manager to join their Account Management & Customer Experience team. This role focuses on supporting a key segment of Envoy’s Clients by sharing information, answering questions, and handling account-related tasks. The Manager will also support Foreign Nationals, providing excellent service and resolving inquiries. Responsibilities include responding to client and foreign national requests, troubleshooting tier-2 issues, handling escalations, leading training sessions, generating reports, maintaining team materials, and managing project plans. The ideal candidate will have 1-2 years of customer service experience, strong communication and organizational skills, proficiency in MS Office Suite (especially Excel), and a client-first mindset. Experience with ticketing systems and a passion for immigration are preferred. This is a 100% remote position within the United States.

Envoy Global is a proven innovator in the global immigration space. Our mission combines our industry-leading tech platform with holistic service to streamline, simplify and expedite the immigration process for employers and individuals.

Envoy Global has an exciting opportunity for a Client Experience Manager to join our Account Management & Customer Experience team. In this crucial role, you'll ensure a key segment of Envoy’s Clients that are supported by sharing information, answering questions and handling tasks related to their account support. In addition, you will be supporting Envoy’s Foreign Nationals while giving excellent service and resolution to inquiries.

As our Client Experience Manager, you will be required to:

  • 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.

    • To apply for this role, you should possess the following skills, experience and qualifications:

  • 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.

    Annual Base Salary Range- $45,000.00-$55,000.00

    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

    #LI-Remote

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