Tier 1-Client Experience Specialist

About Us

BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun—so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development and want to set you up for success here at BAL and beyond.

You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly, move fast, and embrace challenges and detail as well as creative thinking. You believe you have something unique to contribute and aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

Overview

At BAL, we are committed to providing unparalleled services to our global and diverse clientele. We are dedicated to excellence, innovation, and delivering exceptional client experiences at every stage of engagement. We are seeking a Client Experience Specialist - Tier 1 to serve as the first point-of-contact for Foreign Nationals, providing timely guidance and support on immigration-related inquiries. This individual will play a key role in adopting and effectively using the technology solution that supports these interactions, while exercising sound judgement in engaging legal teams and other stakeholders when appropriate.

Responsibilities

• Frontline Support: Provide high-quality service by responding to foreign national (FN) inquiries across multiple channels (email, chat, etc.) using established templates, macros, and tags.
• Issue Escalation: Identify and escalate substantive, legal, or complex inquiries to appropriate teams following defined protocols.
• Platform Utilization: Manage and monitor conversations through the technology solution, ensuring adherence to service standards and response time expectations.
• Team Collaboration: Partner closely with the Client Experience department and/or legal team members to deliver seamless support and enhance client satisfaction.
• Service Standards: Meet assigned service level agreements (SLAs) for response times while maintaining accuracy, professionalism, and a customer-centric approach.
• Proactive Communication: Communicate workload updates, trends, and potential issues to team members and leadership in a timely manner.
• Continuous Learning: Participate in ongoing trainings to stay current with platform enhancements, communication standards, and escalation procedures.
• Team Contribution: Foster a positive, collaborative work environment by sharing feedback and supporting platform improvement initiatives.

Qualifications

Education

• High school diploma required.
• Bachelor’s degree preferred.

Required Experience

• Minimum of 1 year of customer or client support experience in a professional, office-based, or structured service environment (such as a customer support center, help desk, or corporate services).
• Retail or hospitality customer service experience may be considered if it demonstrates strong transferable skills, such as managing high-volume inquiries, resolving customer issues, following structured processes, and providing service through both in-person and written channels.
• Demonstrated comfort supporting customers primarily through written communication (email, chat, ticketing systems).
• Ability to resolve routine customer inquiries using predefined workflows, scripts, or structured processes.

Required Core Skills

• Clear and professional written and verbal communication skills.
• Strong attention to detail and the ability to follow structured processes.
• Ability to manage multiple active conversations or tasks while maintaining accuracy and professionalism.
• Demonstrated empathy, active listening, and a service-oriented mindset.
• Understanding of basic escalation procedures and when an issue should be routed to a higher tier.

Preferred Experience

• Background working with customers in regulated, compliance-driven industries (legal, immigration, healthcare, finance).
• Experience handling moderately complex, multi-step, or time-sensitive customer issues.
• Experience deescalating frustrated customers or supporting customers in high-volume environments.
• Familiarity with omni-channel communication platforms or similar tools.
• Experience accurately documenting client interactions in a CRM or case-management system.

Benefits

• Competitive pay and a discretionary annual bonus.
• Medical, dental, vision, disability, and life insurance.
• Sick time and unlimited vacation.
• 401(k) with company match.
• Supportive, team-oriented culture.