Remote CoWorker | Hallandale Beach, FL | Full-Time | In-Office (This is not a remote role)

ABOUT REMOTE COWORKER

Remote CoWorker helps businesses across the US, UK, and Canada scale by matching them with pre-vetted remote talent — customer support, sales, bookkeeping, back office, and more. Our clients range from two-person shops to enterprise teams, and they stay with us because we treat their business like our own. We're hiring a Customer Experience Manager to own the thing that matters most: whether our clients are genuinely happy.

THE ROLE IN ONE SENTENCE

You have one job — make sure every single client is happy, and protect the revenue that depends on it. This is not a ticket-queue role. You are the person clients call when something matters, the person who notices a problem before they do, and the person who makes sure a small issue never becomes a cancellation. Every renewal, every referral, and every "we're expanding our team with you" runs through you. We hold ourselves to a Ritz-Carlton standard of service. That means anticipating needs before they're voiced, treating every interaction as if it's the one the client will remember, and never handing a client an excuse when they came to you for a solution.

WHAT YOU'LL DO

Own client happiness end to end. Build real relationships with our clients, know their business, and know what "success" looks like from their seat. Protect revenue. Monitor account health, spot at-risk clients early, and lead save conversations before a churn risk becomes a churn event. Be the connective tissue between departments. Recruiting, operations, account management, billing, and tech support all touch the client experience. You'll pull the right people in, chase things down, and make sure nothing falls between teams. Solve, don't route. Take ownership of issues from first report to confirmed resolution — then follow up to make sure the fix held. Run proactive check-ins and business reviews. Regular touchpoints, onboarding follow-through, and structured reviews so clients never feel forgotten between problems. Turn happy clients into growth. Identify expansion opportunities, collect testimonials and reviews, and drive referrals from clients who love working with us. Close the loop internally. Track recurring complaints and friction points, and bring the patterns back to leadership with recommendations — not just reports. Set the service bar. Define what our client experience standard is, document it, and hold the organization to it.

WHAT YOU BRING

•Required

• 3+ years of B2B customer experience, customer success, or account management — managing business clients, not consumer support tickets A track record you can speak to on retention, renewals, or saving at-risk accounts An outgoing, high-contact communication style — you initiate conversations rather than wait for them, build rapport fast, and clients come away glad they spoke with you The ability to work across multiple departments — you understand how different functions operate, can pitch in where needed, and can navigate an organization to get answers A solution-oriented mindset — you own problems, drive them to resolution, and don't wait to be asked twice This role is based full-time in our Hallandale Beach, FL office. It is not remote or hybrid.

•Nice to Have

• Experience in staffing, BPO, outsourcing, or another service business Experience supporting clients across US, UK, and Canadian markets Background in hospitality, luxury service, or another environment where service standards were formally defined and enforced Strong CRM and support-tool fluency

HOW WE'LL MEASURE SUCCESS

Client retention and reduced churn Client satisfaction and referral volume Speed and quality of issue resolution Growth within existing accounts

WHY THIS ROLE

Real ownership. This is a defined, visible mandate with direct impact on company revenue — not a support seat. Direct access to leadership. Your insights about clients go straight to the people who can act on them. Growth path. This function is being built from the ground up, and we expect its scope to grow along with our client base. A team that invests in its people. We say it to our clients about their remote teams, and we mean it internally too.

Pay:

$60,000.00 - $84,000.00 per year

Work Location:

In person