Customer Experience (Cx) Associate

Our client, a fintech marketplace connecting commercial property borrowers and lenders, is seeking a Customer Experience (CX) Associate to join their growing organization.

What You’ll Do:

You will lead customer experience (CX) strategy, including but not limited to leading all initiatives including KPIs, chatbots, interactive voice response, call routing, automations, while growing revenue through referrals and repeat business.

Responsibilities:

• Develop close partnerships with sales and marketing to identify opportunities to improve tools, processes, and messaging to grow market share and revenue.
• Present insights, recommendations, strategic plans, and KPI tracking on a regular basis to executive leadership.
• You'll be the voice of the customer and influence internal stakeholders by promoting customer-centric mindset across the organization.
• Develop & introduce processes, procedures, playbooks, self-serve tools, and more.
• Work closely with HubSpot, Slack, and other tools as well as across teams from sales to marketing and engineering.
• Engage customers in a meaningful way by being empathetic, having humility and discreet curiosity.
• Identify and closely track critical KPIs and OKRs.

What You Bring:

• Outstanding time management and organizational skills with an ability to multi-task, prioritize work, manage multiple deadlines, and track deliverables.
• Expertise in CX initiatives within a digital footprint but know when customers need a human conversation.
• In addition to being a self-starter with the highest levels of ethics, integrity, judgment, and reliability, you will have:
• Exceptional analytical and quantitative skills
• Effective presentation and communication skills, with demonstrated ability to work with and communicate at all levels.

What Makes You a Top Candidate:

• If you're a proactive communicator with a strong ability to help our business grow and ask the right questions when needed, we encourage you to apply.
• You have exposure to or working knowledge of commercial and multifamily real estate finance.

Please note: This is an in-office role with our client's corporate headquarters in Boca Raton, FL. Remote work isn't offered at this time.

What We Offer:

• Full-time W-2 employment with a successful background check clearance
• Competitive salary range: $35,000 - $50,000, flexible for the right candidate
• Benefits package offered (health, dental, vision, life, 401(k) matching, employee equity incentive plan)

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