Customer Success

About the Company:

Our client is a growing startup that provides a high-end, high-ticket service to doctors and other professionals.

Job Description:

The Client Experience & Customer Success Specialist will serve as the main point of contact for clients throughout their experience with the company. This person will be responsible for keeping clients on track, providing ongoing support, conducting regular check-ins, and ensuring any questions, concerns, or issues are properly addressed.

The ideal candidate will be warm, patient, professional, and highly organized. Since the clients are doctors and other professionals receiving a premium service, the candidate must be comfortable communicating with high-level professionals and be able to provide a polished, attentive, and reassuring experience. This role will support approximately 20 clients per semester and will involve close communication with clients throughout their onboarding and ongoing experience.

Responsibilities of the role:

• Serve as the primary point of contact for clients throughout their experience.

• Track the progress and status of current clients to ensure they remain on schedule.

• Conduct weekly check-ins with clients during the onboarding and service process.

• Remind clients about important tasks, deadlines, meetings, and next steps.

• Provide timely support and respond to client questions, concerns, complaints, and issues.

• Listen carefully to clients and ensure they feel heard, supported, and valued.

• Identify the appropriate internal department or team member to resolve client issues.

• Coordinate communication between clients and the relevant internal teams.

• Help ensure a smooth and high-quality client experience from onboarding through completion.

• Maintain organized and accurate client records and follow-up information.

• Proactively identify potential issues and help resolve them before they escalate.

• Represent the company's high-end service with professionalism, warmth, and attention to detail.

Required Experience and Qualifications:

• Fluency in English and Portuguese.

• Excellent communication and interpersonal skills.

• Strong organizational skills and attention to detail.

• Ability to manage multiple clients and follow-ups simultaneously.

• Patient, empathetic, and a strong listener.

• Ability to communicate professionally with doctors and other high-level professionals.

• Comfortable handling client concerns, complaints, and difficult conversations.

• Strong problem-solving and follow-up skills.

• Proactive, reliable, and highly responsive.

• Customer service or customer success experience is a plus, but not required.

• Previous experience working in a startup environment is a plus.

Preferred Skills:

• Experience in customer service or customer success.

Personality:

• Naturally bubbly, personable, and comfortable talking to people.

• Patient, empathetic, and able to make clients feel reassured and supported.

• Highly organized and detail-oriented.

• Warm, personable, and positive.

Schedule:

Part-time, approximately 4 hours per day

Primarily during afternoon hours

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.

• Part-time remote opportunity.