Customer Success Executive

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About Terratern

Role Overview

Key Responsibilities

• Serve as the primary liaison between clients and internal teams.
• Onboard new clients and guide them through each step of the relocation and visa process.
• Provide timely updates, address inquiries, and resolve issues to ensure a smooth experience.
• Monitor client progress and proactively offer support or solutions.
• Maintain accurate client records using internal CRM tools.
• Collaborate with the operations, legal, and documentation teams to ensure end-to-end service delivery.
• Gather feedback and relay insights to improve processes and customer satisfaction.
  

Key Performance Indicators (KPIs)

• Client Satisfaction Score (CSAT): Track and improve client experience.
• Client Retention Rate: Maintain and improve repeat business and referrals.
• Average Resolution Time: Ensure quick and efficient issue handling.
• Onboarding Success Rate: Smooth and timely onboarding for new clients.
• Process Adherence: Ensure compliance with immigration and internal protocols.
  

• Bachelor's degree in any discipline (preferably in Business, Communications, or related fields).
• 0-1 years of experience in customer support or client-facing roles (immigration, ed-tech, or service industry preferred).
• Strong communication and interpersonal skills.
• Ability to multitask, stay organized, and handle pressure.
• A proactive and empathetic approach to customer needs.
  

Why Join Terratern?

• Impactful Work: Assist individuals in achieving their global mobility goals by guiding them through the entire process.
• Professional Growth: Learn from our industry experts and access continuous training on the latest immigration trends and policies.
• Entrepreneurial Culture: You have authority and ownership in your role. Share ideas, try new solutions, and make a difference.
• Work-Life Balance: Hybrid work arrangements that support your well-being.
• Collaborative Environment: Be part of an enthusiastic team eager for collaboration and excellence.