Client Support Representative

Key Responsibilities

• Serve as the primary responder for all inbound client communications, including email and phone inquiries.
• Manage and prioritize the Client Support inbox (Zendesk), ensuring rapid, accurate, and professional responses.
• Answer all inbound company phone calls, routing or resolving inquiries as appropriate.
• Provide timely follow-up on unresolved client requests to ensure full closure.
• Maintain response-time standards aligned with service-level expectations.
• Act as the first post-sale point of contact, guiding clients through access, expectations, and next steps.
• Educate clients on company platforms, content, and program structure to ensure confident program adoption.
• Document all client interactions accurately within the CRM system.
• Moderate online events, webinars, and live training sessions to ensure smooth client participation.
• Monitor chat, Q&A, and technical concerns during live sessions.
• Escalate urgent issues in real time to appropriate internal teams.
• Participate in in-person company events hosting corporate clients to provide on-site support as needed.
• Partner with Sales, Finance, Coaching, Platform, and Events teams to resolve client-related requests.
• Escalate billing, platform access, or technical concerns to appropriate departments.
• Ensure all interdepartmental communication regarding client matters is clear, documented, and actionable.
• Track recurring client issues and communicate patterns to leadership for process improvement.
• Maintain accurate and detailed notes in CRM systems for all client communications.
• Ensure client records are updated with relevant account changes, inquiries, and resolutions.
• Utilize Google Drive, Sheets, and internal tools to maintain organized client documentation.
• Address client concerns with professionalism, empathy, and solution-focused communication.
• De-escalate situations calmly while protecting company policies and standards.
• Demonstrate strong judgment when determining when to resolve independently versus escalate.
• Maintain a consistent, positive representation of the brand across all communication channels.

Qualifications

• Prior experience in customer support, client services, or similar client-facing roles.
• Experience managing high volumes of inbound email and phone communication preferred.
• Onboarding or presentation experience is a plus.
• Exposure to sales or revenue-support environments is beneficial.
• Strong written and verbal communication skills.
• Professional phone presence with confident call handling ability.
• Able to manage multiple inbound requests simultaneously without compromising accuracy.
• Strong organizational and time management skills.
• C competent problem-solving capability with sound judgment.
• Technical aptitude and ability to quickly learn internal systems.
• Proficiency in Google Workspace, Microsoft Office, and Mac operating systems.
• CRM experience (HubSpot & Monday.com preferred).