Client Experience Specialist in SAN JOSé METROPOLITAN AREA

About Toptal

Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and team members based around the globe, Toptal is the world’s largest fully remote workforce.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold.

Job Summary

As a Client Experience Specialist, you will work with a forward-thinking, globally distributed, and fully remote team whose job is to provide exceptional customer service with a strong support-centered philosophy.

As a member of our Toptal Service Center, you will work with SMB clients and their supporting account teams to run processes that underpin client success. You will work directly with clients and internal stakeholders (e.g., Talent Ops, Legal, Finance) to nurture relationships and resolve escalated issues the client may be experiencing during their journey at Toptal, while also tracking their level of satisfaction and working to mitigate future challenges. The most successful Client Experience Specialists accomplish this while keeping an eye on new opportunities for Toptal to improve our internal processes and the overall relationship with our clients.

The ideal candidate has outstanding discipline, is highly passionate, and is eager to learn, grow, and develop. You will thrive in a fast-paced environment and strive to go above and beyond to effectively resolve clients’ and client services’ inquiries, issues, and concerns while maintaining a high level of client satisfaction. This role is perfect for someone who is passionate about providing exceptional client service and looking to use this opportunity as a launching pad for their career at Toptal.

This is a remote position. We do not offer visa sponsorship or assistance. Resumes and communication must be submitted in English.

Responsibilities:

The following information is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or required skills.

• Provide support to clients using several communication tools (email, chat, and phone).
• Work collaboratively with our Sales, Talent Operations, Finance, and Legal teams to efficiently anticipate and fulfill client needs. Communicating via Zoom and Slack is critical to maintaining a high level of collaboration and clear communication within the team.
• Partner with client support teams and internal stakeholders to resolve client issues as needed.
• Act with a sense of urgency in resolving client and talent issues and have the judgment to include the proper people or teams to resolve.
• Handle escalated cases and assist clients and talent who need immediate attention, as needed in the absence of management.
• Act as a resource and subject matter expert by maintaining a working knowledge of all Toptal service offerings and policies.
• Provide support to new and existing team members by assisting with training and learning new tasks.
• Have the opportunity to work on special projects and initiatives.

Qualifications and Job Requirements:

• Bachelor’s degree is required.
• Minimum 3 years of experience working in customer service over a variety of communication channels (email, Slack, and chat).
• Knowledge of the software development field is a significant plus.
• Must be a strong performer in high-volume, high-pressure situations
• Communication. Must be able to have difficult conversations and de-escalate situations when appropriate. Outstanding written and verbal communication skills are required.
• Collaborative. Exceptional interpersonal skills and the ability to build strong, customer-centric relationships, both internally and externally.
• Team-oriented. Cooperative and promotes an environment of continuous improvement.
• Problem solver. Must be capable of uncovering issues and resolving them quickly and effectively.
• Time management. Must be able to work independently and manage time and resources efficiently; can successfully manage competing priorities.
• Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.
• You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.