Client Experience Associate

**Job Description:** Cialfo is a leading platform connecting students, higher education institutions, and counselors through technology-driven solutions. Launched in 2017 with a mission to make education accessible to 100 million students, Cialfo provides a range of mobile and web solutions to students, K-12 institutions, and higher education institutions. As one of the fastest-growing tech startups in the region, consistently charting new heights! As a Client Experience Associate (CXA) at Cialfo, you will play an integral role in daily support and service to our clients. You will help build long-term relationships with our clients and turn Cialfo's most engaged clients into vocal advocates of the platform. Reporting directly to the Client Experience Operations Team Lead and supported by the Americas Team, you will serve a global clientele base. **Key Responsibilities:** - Develop deep knowledge of the Cialfo software and its products - Be well versed in the intricacies of the software to understand default logics and behaviors - Accurately discern between bugs and defects that impair client workflows versus areas of improvements that enhance client usage - Engage with clients to effectively resolve technical issues - Guide clients through pertinent questioning to successfully comprehend the issue at hand and see to its resolution promptly - Provide personalized solutions to assist clients with navigating through the various features on Cialfo - Collaborate with the Engineering team to diagnose and resolve issues and bugs, and to highlight key feedback from clients as well as areas of improvements to the Product team - Serve as one of the trusted advisors on the team with an open, caring, and approachable style of working - Proactively identify opportunities to develop solutions that help the team achieve common goals - Participate in maintaining an internal self-serving knowledge base with updated training processes, workflows, and/or documentation **Qualifications Required:** - A Bachelor's degree in the relevant field - 1+ years of meaningful experience in technical support, customer success, client experience, account management, or strategic consulting organization - Exceptional written and verbal communication skills in English, with minimum C1 level - Experience in managing high-profile clients, relationship-building, community building, and knowledge management - Familiarity with client service management apps such as JIRA Software, Intercom, Salesforce Service Cloud, Zendesk, etc. - Familiarity with Slack, Google Suite, Asana, and Microsoft Excel (Note: No additional company details were mentioned in the provided job description, so this section is omitted.) **Benefits Of Being a Cialfolk:** Exact benefits vary depending on your location. That said, all full-time Cialfo employees receive the following benefits: - Paid Annual and Medical leaves - Flexible working environment - Comprehensive Health Insurance - and more.,