Role:

The Client Experience Specialist (T2) is a mid-level execution role within the Client Experience team responsible for delivering fast, accurate, and high-quality support across all client interactions.

You will operate with autonomy, owning more complex client issues and ensuring they are resolved end-to-end. This role is focused on doing. You are managing live client conversations, navigating systems, and solving problems in real time while maintaining a high standard of communication and professionalism.

You are not the final escalation point, but you are expected to resolve the majority of issues without handoff. Your ability to think critically, communicate clearly, and operate within defined systems directly impacts client satisfaction and overall experience quality.

Responsibilities:

• Own daily client support across all channels, including queue management, prioritization, and SLA adherence

• Respond to clients with clear, empathetic, and solutions-oriented communication while resolving issues end-to-end

• Investigate and troubleshoot medium-complexity and high-priority issues, escalating appropriately when required

• Maintain accurate, complete documentation and execute workflows in HubSpot to ensure operational consistency

• Collaborate cross-functionally to resolve billing, product, and event-related inquiries

• Support client communication and logistics tied to events, workshops, and program delivery

• Identify recurring issues and communicate insights to improve systems and reduce future tickets

• Execute low-risk failed payment outreach and document outcomes within defined processes

Requirements:

• 2+ years of experience in customer support, client experience, or service operations

• Proven ability to manage high-volume or complex ticket queues with strong prioritization

• Strong written and verbal communication skills with high attention to detail and tone

• Experience with HubSpot Service Hub or similar CRM/ticketing tools

• Highly organized with strong problem-solving skills and the ability to operate independently within defined guardrails

• Comfortable working cross-functionally in a fast-paced environment

Results

• Client inquiries are handled quickly, accurately, and with a high level of professionalism

• The majority of issues are resolved without escalation

• SLAs are consistently met or exceeded (FTR < 2 hours, TTC < 72 hours)

• CSAT is maintained at 85%+

• CRM data is clean, complete, and consistently updated

• Failed payment outreach is completed on time within scope

• Recurring issues are identified and communicated to improve systems and reduce repeat tickets

Schedule:

• Monday through Friday, 8:00 AM - 5:00 PM MST, with flexibility to support hours associated with workshops or special events.

• Because we're client-first, urgent requests may occasionally require support outside this window. “Logging off” typically aligns with completing priority tasks and meeting immediate client needs.

Location:

• Remote, USA

• Light travel may be required

Compensation:

• $68,000 - $90,000 base salary

• The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below).

Benefits:

We offer a comprehensive, evolving benefits package designed to support your health, family, and wellbeing. Some key offerings:

• Flexible Unlimited Paid Time Off and Company-wide Holidays

• Employer sponsored Medical, Dental, & Vision plans

  • $1,950 annual Employer HSA contribution

  • FSA options including dependent care

  • Employee assistance program and mental health resources

• Employer match program for 401(k), eligible for both Traditional and Roth accounts

• $1,200 annual wellness reimbursement through JOON that supports health, family care, pet care, fitness, and more!

• For local or visiting team members, enjoy access to a state of the art gym at our HQ in Las Vegas

* Benefits eligibility applies only to full-time roles.

ACQ Core Values:

Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.

Competitive Greatness

Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns.

Sincere Candor

Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts. Nothing great can be built without feedback: internally or externally.

Unimpeachable Character

Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing.