Overview:
The Client Support Specialist serves as the frontline operational anchor for client communication and service delivery. This role is responsible for managing all inbound client inquiries, moderating live and virtual events, and supporting cross-department requests that directly impact the client experience. As the first point of contact for many corporate clients following a sale, you will guide them through onboarding, resolve concerns efficiently, and ensure every interaction reflects professionalism, accuracy, and responsiveness. This position requires strong communication discipline, operational awareness, and the ability to manage high volumes of inbound requests while maintaining service excellence. Your performance directly influences client satisfaction, brand reputation, and retention.
Key Responsibilities
Inbound Communication & Client Inquiry Management:
Serve as the primary responder for all inbound client communications, including email and phone inquiries.
Manage and prioritize the Client Support inbox (Zendesk), ensuring rapid, accurate, and professional responses.
Answer all inbound company phone calls, routing or resolving inquiries as appropriate.
Provide timely follow-up on unresolved client requests to ensure full closure.
Maintain response-time standards aligned with service-level expectations.
Client Onboarding & First-Contact Experience:
Act as the first post-sale point of contact, guiding clients through access, expectations, and next steps.
Educate clients on company platforms, content, and program structure to ensure confident program adoption.
Document all client interactions accurately within the CRM system.
Live Event & Virtual Event Moderation:
Moderate online events, webinars, and live training sessions to ensure smooth client participation.
Monitor chat, Q&A, and technical concerns during live sessions.
Escalate urgent issues in real time to appropriate internal teams.
Participate in in-person company events hosting corporate clients to provide on-site support as needed.
Cross-Department Client Coordination:
Partner with Sales, Finance, Coaching, Platform, and Events teams to resolve client-related requests.
Escalate billing, platform access, or technical concerns to appropriate departments.
Ensure all interdepartmental communication regarding client matters is clear, documented, and actionable.
Track recurring client issues and communicate patterns to leadership for process improvement.
CRM & Documentation Integrity:
Maintain accurate and detailed notes in CRM systems for all client communications.
Ensure client records are updated with relevant account changes, inquiries, and resolutions.
Utilize Google Drive, Sheets, and internal tools to maintain organized client documentation.
Client Experience & Conflict Resolution:
Address client concerns with professionalism, empathy, and solution-focused communication.
De-escalate situations calmly while protecting company policies and standards.
Demonstrate strong judgment when determining when to resolve independently versus escalate.
Maintain a consistent, positive representation of the brand across all communication channels.
Qualifications:
ExperiencePrior experience in customer support, client services, or similar client-facing roles.
Experience managing high volumes of inbound email and phone communication preferred.
Onboarding or presentation experience is a plus.
Exposure to sales or revenue-support environments is beneficial.
Skills & Competencies:- Strong written and verbal communication skills.
- Professional phone presence with confident call handling ability.
- Ability to manage multiple inbound requests simultaneously without compromising accuracy.
- Strong organizational and time management skills.
- Competent problem-solving capability with sound judgment.
- Technical aptitude and ability to quickly learn internal systems.
- Proficiency in Google Workspace, Microsoft Office, and Mac operating systems.
- CRM experience (HubSpot & Monday.com preferred).Personal Attributes
- Service-oriented with a genuine desire to assist clients.
- Calm and composed under pressure.
- Detail-driven and highly accountable.
- Collaborative and communicative across departments.
- Positive, solutions-focused mindset.
