Customer Experience Executive I

About the position

As a Customer Experience Executive I, you will provide exceptional customer support, addressing questions, resolving issues, and ensuring customers feel valued throughout their journey with Globalfy. Your focus will be on creating positive, solution-oriented interactions that build trust, improve satisfaction, and transform challenges into opportunities for an outstanding customer experience.

In addition, you will help guide new customers through a smooth and personalized onboarding experience, ensuring they fully understand Globalfy’s platform and services.

Your main responsibilities

• Delivering Outstanding Support

  • Provide fast, empathetic, and effective support to customers by addressing their questions, resolving concerns, and guiding them through any challenges with professionalism and care.

  • Provide consistent support across multiple channels (email, phone, chat, WhatsApp).

  • Identify and escalate customer issues that require further expertise or involvement from senior support teams, and provide comprehensive information to facilitate efficient problem resolution;

• Onboarding

  • Assist new customers during their onboarding process, ensuring they have a clear understanding of our portal, services, and compliance requirements. 

  • Provide ongoing support after the onboarding phase, ensuring that customers feel confident using our services and addressing any follow-up questions or issues.

• Customer Experience Improvements

  • Be the voice of the customer within the organization by sharing valuable feedback and insights with CX leadership and teams such as Product, Development, and Operations. Use this input to recommend product improvements, optimize services, and identify strategic opportunities that enhance the overall customer experience.

  • Organize and enhance processes within HubSpot to improve efficiency and accuracy.

• Tax Season Support

  • Provide support during tax season by addressing customer inquiries related to tax documentation and filings.

  • Following up with customers who still need to submit missing information required for their tax filings.

• Customer Feedback & Reviews

  • Actively collect customer feedback to gain insights into their experience and identify opportunities for improvement.

  • Encourage customers to share their experiences by inviting them to leave reviews on platforms such as Trustpilot and Google Reviews, helping to strengthen Globalfy's online reputation.

Minimum knowledge, skills and abilities required

Education and Experience:

• Proficiency in English and Spanish;

• 1+ years of experience in customer support, account management or equivalent roles;

• Familiarity with accounting tasks or prior experience in a finance-related position is a plus.

Skills and Abilities:

• Strong verbal and written communication skills to interact with customers effectively, convey information clearly, and respond to inquiries or issues in a professional and courteous manner;

• Capacity to handle multiple customer inquiries simultaneously while maintaining accuracy and attention to detail. 

• Ability to prioritize tasks effectively and manage time efficiently to meet service level agreements;

• Organized and detail-oriented;

• Passion for customer advocacy and a commitment to delivering exceptional customer experiences.

You’ll stand out if you…

• Have worked in a startup or fast-scaling environment;

• Have previous experience working with CRM software (e.g., Hubspot);

• Speak other languages, such as Portuguese.

Type of recruitment

Remote (Spain, Colombia or Portugal)
Schedule - 9 AM to 5 PM