Client Experience Associate

Client Experience Associate

About the Role

The Client Experience Associate serves as the primary point of contact and support liaison between our clients — Agents, Buyers, and Sellers — and internal specialty teams. This role is critical in delivering real-time, high-quality support across email, live chat, and phone channels while building strong client relationships.

You will play a key role in onboarding new users, resolving complex issues, and driving regional process improvements that enhance the overall client experience. As a product expert, you will directly contribute to client success and business growth.

Success in this role is measured through key performance indicators (KPIs) such as client satisfaction, response time, and accuracy of support.

Key Responsibilities:

• Serve as a trusted advisor to Agents, Buyers, and Sellers, building strong and lasting client relationships

• Deliver exceptional support via email, ticketing systems, phone, and video channels

• Conduct inbound and outbound calls to troubleshoot issues, provide training, and support listing strategies

• Develop deep expertise across all product offerings

• Educate clients on platform best practices, features, and strategies to maximize their success

• Manage and prioritize support tickets, ensuring timely and accurate responses

• Create training materials including videos, guides, and documentation to support client self-service

• Collaborate with Product, Sales, Marketing, and Account Management teams to improve user experience and drive growth

• Troubleshoot, document, and escalate technical and business issues as needed

• Communicate complex concepts in a clear, concise, and client-friendly manner

• Identify opportunities to leverage AI for efficiency, data insights, and content creation

Qualifications:

• Bachelor’s degree or equivalent experience in customer support, client experience, or a related field

• Proven experience in client support, customer service, or client relationship management

• Strong analytical and problem-solving skills with the ability to deliver effective solutions

• Excellent written, verbal, and presentation skills

• Ability to manage multiple priorities in a fast-paced environment

• Self-motivated with a strong sense of ownership and accountability

• Ability to work independently and collaboratively within a team

• Willingness and ability to quickly learn and master multiple product offerings

• Preferred Skills & Experience

• Experience in a startup or high-growth environment

• Background or strong interest in real estate

• Experience delivering virtual or live training sessions

• Familiarity with support platforms such as Zendesk and G Suite

• Tech-savvy with a strong interest in adopting and utilizing AI tools

This Role Is a Great Fit If You…

• Thrive in a fast-paced, client-focused environment

• Are passionate about delivering world-class customer experiences

• Enjoy working with both people and technology

• Can simplify complex ideas and communicate them clearly

• Take initiative and continuously look for ways to improve processes

• Are naturally curious and eager to learn new tools, platforms, and innovations