Client Experience Agent

About the role

The is a pivotal role focused on maintaining the integrity and warmth of our client interactions in a fully remote environment. This position owns the end-to-end management of client relationships through every digital and verbal touchpoint, ensuring satisfaction and trust are consistently upheld. You will own the narrative of the Solidcore experience by being the primary human interface for our members when they need guidance or support. This role requires a disciplined individual who can balance high-volume demands with a meticulous attention to detail in every exchange. You are the voice of the company, translating our standards into empathetic and efficient resolutions for each person who reaches out. Success in this position is defined by your ability to transform routine inquiries into moments of loyalty and advocacy for the brand. You will operate with autonomy, demonstrating ownership over complex issues from initial contact to final resolution without dropping the ball. Ultimately, this role is about safeguarding the client's journey and ensuring that every interaction reinforces the reliability and excellence Solidcore represents.

Key facts

What you'll do

• Manage a high volume of inbound client communications across multiple channels, including phone calls, live chat, email, and social media platforms, acting as the central hub for client engagement.
• Handle phone inquiries professionally and efficiently, maintaining an average response time of under 3 minutes and delivering first-call resolution whenever possible to eliminate client frustration.
• Monitor and respond to live chat messages, managing multiple concurrent conversations while maintaining personalized attention to each client and ensuring no message falls through the cracks.
• Document all client interactions thoroughly in our CX platform to ensure seamless follow-up and support, creating a reliable audit trail for future reference and quality assurance.
• Reconcile client grievances immediately in alignment with company processes and standards, investigating root causes and implementing corrections to prevent future occurrences.
• Client membership management, including but not limited to membership adjustments, policy enforcement, and client education, ensuring compliance and clarity in all contractual aspects.
• Provide real-time support for booking issues, membership questions, and studio-related inquiries, serving as the first line of defense and escalation for complex problems.
• Lead with a consistent focus on delivering an elevated and personalized experience, anticipating client needs and tailoring interactions to exceed expectations.
• You will Develop and implement strategies integral to optimizing client experience, analyzing data and feedback to drive iterative improvements across the support lifecycle.
• Utilize exceptional organizational skills to prioritize tickets and communications based on urgency and client impact, ensuring critical issues are resolved with maximum speed.
• Collaborate with internal departments to relay client feedback and emerging trends, acting as a vital communication link between the support floor and the broader organization.
• Demonstrate adaptability by mastering new software tools and workflows quickly, ensuring you can navigate any technical hurdle to serve the client without delay.
• Uphold the highest standards of data privacy and security in every interaction, safeguarding sensitive client information with diligence and respect.
• You will mentor best practices within the team by exemplifying top-tier communication skills and problem-solving techniques in daily workflows.

Requirements

• months experience in client-experience or customer service role, specifically with phone and chat support (strongly preferred) to ensure familiarity with the demands of the position.
• Excellent phone etiquette and ability to maintain a professional, friendly tone, even when handling difficult or complex client situations with grace.
• Strong typing skills with the ability to maintain accuracy while managing multiple chat conversations without sacrificing speed or correctness.
• Proficiency in using phone systems, chat platforms, and ticketing systems to navigate technology stacks efficiently and provide uninterrupted support.
• You need Strong interpersonal skills and a client-first attitude, placing the needs and satisfaction of the client above all other priorities.
• Ability to identify and communicate areas and opportunities for improvement throughout the CX team and organization to drive collective growth.
• Growth mindset, with openness and willingness to support process and policy changes, adapting quickly to new methodologies and strategic shifts.
• You need Exceptional written and verbal communication skills, capable of conveying complex information in a clear, concise, and understandable manner.
• Problem solving aptitude with a passion for providing top-notch client service, approaching every challenge with creativity and persistence.
• You need Quiet, professional work environment with reliable high-speed internet connection to facilitate clear communication and uninterrupted productivity.
• You need Intercom and MindBody Online proficiency preferred to hit the ground running with our specific tech stack.
• Resides within 25 miles of a [solidcore] studio in Eastern Time Zone to ensure alignment with operational and client coverage requirements.

Skills & tools

You will use aws. You will use go.

Practical notes

Note: Manage a high volume of inbound client communications across multiple channels, including phone calls, live chat, email, and social media platforms.

Handle phone inquiries professionally and efficiently, maintaining an average response time of under 3 minutes and delivering first-call resolution whenever possible to eliminate client frustration.

Monitor and respond to live chat messages, managing multiple concurrent conversations while maintaining personalized attention to each client and ensuring no message falls through the cracks.

Document all client interactions thoroughly in our CX platform to ensure seamless follow-up and support, creating a reliable audit trail for future reference and quality assurance.

Reconcile client grievances immediately in alignment with company processes and standards, investigating root causes and implementing corrections to prevent future occurrences.

Client membership management, including but not limited to membership adjustments, policy enforcement, and client education, ensuring compliance and clarity in all contractual aspects.

Provide real-time support for booking issues, membership questions, and studio-related inquiries, serving as the first line of defense and escalation for complex problems.

Lead with a consistent focus on delivering an elevated and personalized experience, anticipating client needs and tailoring interactions to exceed expectations.

For , Develop and implement strategies integral to optimizing client experience, analyzing data and feedback to drive iterative improvements across the support lifecycle.

months experience in client-experience or customer service role, specifically with phone and chat support (strongly preferred) to ensure familiarity with the demands of the position.

Excellent phone etiquette and ability to maintain a professional, friendly tone, even when handling difficult or complex client situations with grace.

Strong typing skills with the ability to maintain accuracy while managing multiple chat conversations without sacrificing speed or correctness.