Client Experience Associate

14 hours ago

Las Vegas, NV, United States Acquisition.com LLC Full time
Role:

As a Client Experience Associate at ACQ, you'll report to the Senior Client Experience Manager and serve as a point of support for workshop clients and book customers. Your goal is to provide exceptional experiences through high-touch, clear communication, efficient problem-solving, and an unwavering commitment to client satisfaction.

This role is ideal for someone who loves helping people, thrives on precision, and takes pride in turning challenges into memorable experiences.
Responsibilities:
  • Manage daily client support tickets in HubSpot, ensuring all inquiries are acknowledged, resolved, and documented accurately.
  • Provide warm, empathetic, and solutions-oriented responses via email, phone, and SMS.
  • Investigate, troubleshoot, and resolve client issues efficiently, following escalation paths when necessary.
  • Collaborate cross-functionally to ensure timely follow-up and resolution of event, billing, or product-related inquiries.
  • Monitor response times and ticket queues to meet or exceed service-level agreements (SLAs).
  • Identify recurring issues and communicate trends or process improvement opportunities to the Senior Client Experience Manager.
  • Support workshop logistics and communication before, during, and after events to ensure a seamless client journey.
  • Maintain a deep understanding of Acquisition.com's programs, products, and policies to deliver accurate and confident support.
Requirements:
  • 2+ years of experience in customer support, client experience, or service operations roles.
  • Demonstrated success managing ticket queues or service inboxes with a focus on responsiveness and accuracy.
  • Strong written and verbal communication skills with a professional and empathetic tone.
  • Experience using HubSpot Service Hub (or similar CRM/ticketing tools).
  • Highly organized with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
  • Strong problem-solving skills and a continuous improvement mindset.
  • Proficiency in Google Workspace or Microsoft Office.
  • Dependable, self-directed, and motivated to deliver exceptional service every day.
Results:
  • Tickets are acknowledged and resolved within established response and resolution timeframes.
  • All client interactions are documented clearly and closed on schedule.
  • Satisfaction and effort scores consistently exceed 4.5 out of 5.
  • Recurring issues are tracked, escalated, and addressed proactively.
  • Clients consistently describe their experience as responsive, professional, and supportive.
Communication and Collaboration:
  • Stay connected with your supervisor on daily priorities and ticket escalations via Slack.
  • Participate in weekly one-on-ones, team syncs, and performance reviews.
  • Collaborate with internal teams to ensure client and event data is accurate and up to date.
  • Share insights that improve efficiency, automation, and overall client satisfaction.
Schedule:
  • Standard hours are Monday - Friday, 8:00 AM - 5:00 PM MST, with periodic workshops or special events.
  • Because we're client-first, urgent requests may occasionally require support outside this window. "Logging off" typically aligns with completing priority tasks and meeting immediate client needs.
Location:
  • Remote, USA
  • Must reside in AL, AZ, CA, FL, GA, IN, MD, MI, MN, NV, OR, PA, TN, TX, UT
Compensation:
  • $53,340 - $80,010 base salary
  • The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below).
Benefits:

We offer a comprehensive, evolving benefits package designed to support your health, family, and wellbeing. Some key offerings:
  • Flexible Unlimited Paid Time Off and Company-wide Holidays
  • Employer sponsored Medical, Dental, & Vision plans
    • $1,950 annual Employer HSA contribution
    • FSA options including dependent care
    • Employee assistance program and mental health resources
  • Employer match program for 401(k), eligible for both Traditional and Roth accounts
  • $1,200 annual wellness reimbursement through JOON that supports health, family care, pet care, fitness, and more
  • For local or visiting team members, enjoy access to a state of the art gym at our HQ in Las Vegas

* Benefits eligibility applies only to full-time roles.
ACQ Core Values:

Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.
Competitive Greatness

Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns.
Sincere Candor

Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts. Nothing great can be built without feedback: internally or externally.
Unimpeachable Character

Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing.

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