Role: Customer Experience Lead
Priority Location: South Africa
Working Hours: 8AM to 5PM EST
Type of contract: Full-Time
Type of job: Remote
Salary Range: $2,000 to $3,000 per month (The final offer is at the client’s discretion and will depend on the candidate’s interview result, skills, and experience.)

About the Role: We are looking for a senior, client-facing Customer Experience Lead to serve as the primary point of contact for sophisticated, multinational clients. This role is ideal for someone who communicates at a high level, thinks critically, and stays calm and effective when priorities shift or information is incomplete. You will own client calls, relationship management, needs discovery, and ongoing coordination across internal teams. You are comfortable with ambiguity, can guide conversations confidently, and can turn client feedback into clear next steps and outcomes.

Key Responsibilities

Client Relationship Ownership: Act as the primary day-to-day contact for assigned clients, ensuring an exceptional and consistent experience.
Client Calls and Communication: Lead calls end-to-end, set agendas, capture decisions, and follow through on action items with clear timelines.
Needs Discovery: Uncover business goals, constraints, and success metrics through structured questioning and active listening.
Ambiguity Navigation: Make sound judgment calls when details are unclear, and escalate with context and recommended options when needed.
Stakeholder Management: Coordinate across internal stakeholders to ensure client needs are understood, prioritized, and delivered.
Issue Resolution: Identify risks early, manage escalations professionally, and drive problems to resolution with minimal friction.
Reporting and Insights: Provide concise updates, highlight trends, and translate client sentiment into operational improvements.

Qualifications & Skills
Hard Skills:

High Profile Client Management: 3-5 years of proven experience in managing high-touch relationships with multinational or enterprise-level clients.
Process Optimization: Prior experience collaborating to establish new customer experience processes and optimizing workflows in a start-up environment.
Communication: Exceptional ability to craft clear, structured written communications, including follow-ups, summaries, and actionable plans.
Operational Excellence: Demonstrated discipline in tracking deliverables, managing deadlines, and overseeing next steps across multiple concurrent projects.
SaaS Product & Technical Support: Proven experience in providing support for Software as a Service (SaaS) products, including addressing technical inquiries with a solid understanding of relevant terminology.
Scientific/Dietary Supplement Knowledge: A background in science or handling scientific concepts, specifically the ability to discuss dietary supplements with customers. This includes answering common questions about ingredient benefits, formulation details, and the substantiation of product claims.
Tool Proficiency: Adept at utilizing various professional platforms, including CRM and ticketing systems (e.g., Salesforce), and collaboration tools (e.g., Slack, Google Workspace, Notion, Asana).

Soft Skills:

High-Level Communication: Confident, polished, and warm communication style that builds trust quickly.
Critical Thinking: Strong reasoning and problem-solving skills, able to connect dots and propose practical solutions.
Comfort with Ambiguity: Able to move forward without perfect information and keep stakeholders aligned.
Ownership Mentality: Takes accountability for outcomes, not just tasks.
Professional Presence: Calm under pressure, excellent judgment, and strong client etiquette.

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