Client Experience Specialist

March 19

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Toptal

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Toptal is an exclusive network of the top freelance software developers, designers, marketing experts, finance experts, product managers, and project managers in the world. The company provides businesses with access to highly skilled professionals to tackle their most important projects. Toptal's offerings allow companies to quickly and flexibly hire top talent for various roles, including developers, designers, and finance experts, among others. These professionals are rigorously tested and vetted to ensure high quality and an excellent trial-to-hire success rate of 98%. With a global presence and a focus on embracing advanced skills such as blockchain and AI, Toptal is leading the future of on-demand work. Companies rely on Toptal for high-skilled freelance talent across various sectors, ensuring they can build amazing teams rapidly and efficiently as per their project needs.

Software Engineering • iOS • Ruby on Rails • LAMP • .NET

1001 - 5000 employees

Founded 2010

🤝 B2B

🎯 Recruitment

🏪 Marketplace

💰 Seed Round on 2012-06

📋 Description

• 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.

🎯 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.