Client Experience Associate

Meet ACQAt Acquisition.com, we’re a team of entrepreneurs on a mission to make real business education available to everyone. There are 34 million small and medium businesses in the United States. They’re the backbone of the economy, but many will never reach their full potential because the education available to them is outdated, impractical, and built for classrooms instead of companies.We’re Fixing That By Giving Founders And Business Owners The Tools, Knowledge, And Support They Need To Grow. The Proof Is In Our ResultsBuilt an Advisory Practice that’s already served more than 3,500 clients in its first yearBroke the world record for non-fiction book sales in 24 hours with $100M Money ModelsScaled to nine figures in 18 months without any outside capitalWe believe in high standards, hard work, and helping others win. If that resonates, you’ll feel at home here.RoleAs 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.ResponsibilitiesManage 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.Requirements2+ 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.ResultsTickets 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 CollaborationStay 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.ScheduleHours: Monday through Friday, 8 AM to 5 PM MST, with flexibility for workshops and special events.Location:Remote, USAMust reside in AL, AZ, CA, FL, GA, IN, MD, MI, MN, NV, OR, PA, TN, TX, UTCompensation$53,340 - $80,010 base salaryThe 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).BenefitsFlexible Time off Policy and Company-wide HolidaysHealth Insurance options including Medical, Dental, Vision401k offering for Traditional and Roth accounts with an employer matchMonthly wellness allowanceState of the art gym for employee use at HQACQ Core ValuesOur 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 GreatnessBe 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 CandorHave 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 CharacterBe 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.Compensation Range: $53.3K - $80K