Client Experience Manager

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 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 providing excellent service and resolution to inquiries.

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

• Respond to client (HR contacts) questions and follow 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 the 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.
• A 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.