Customer Experience Executive

About the company

Globalfy
is an all-in-one platform to simplify doing business in the US: open, manage, and expand to the American market from anywhere.

We are a company that grew more than 500% in the last few years. Our business is #BORNTOBEGLOBAL, and there are plenty of opportunities for you to grow and develop your career with us. Our team members are part of a successful story and they make a difference in the world.

Apply for this incredible opportunity to become a #Globalfire

Why work at Globalfy

At Globalfy, we embrace diversity and celebrate the unique cultures and backgrounds of our global team. Here, you'll find an inclusive and dynamic work environment, with opportunities to learn, grow, and thrive with more than 50 talented colleagues from five different countries.

We offer a thoughtful benefits package designed to support each team member's well-being and professional journey, while creating a workplace where everyone feels valued, heard, and empowered to contribute.

Our clients rely on us for effective, high-quality solutions that help them confidently expand their businesses to the US. Our services include:

• Business Formation

• Bookkeeping Services

• Tax Services

• Virtual Address

Who we are looking for

Curious minds and hands-on problem solvers who aren't afraid to think differently and help drive meaningful results

About the position

As a Customer Experience Executive I, you will provide exceptional customer support, addressing questions, resolving issues, and ensuring customers feel valued throughout their journey with Globalfy. Your focus will be on creating positive, solution-oriented interactions that build trust, improve satisfaction, and transform challenges into opportunities for an outstanding customer experience.

In addition, you will help guide new customers through a smooth and personalized onboarding experience, ensuring they fully understand Globalfy's platform and services.

Your main responsibilities

Delivering Outstanding Support

• Provide fast, empathetic, and effective support to customers by addressing their questions, resolving concerns, and guiding them through any challenges with professionalism and care.
• Provide consistent support across multiple channels (email, phone, chat, WhatsApp).
• Identify and escalate customer issues that require further expertise or involvement from senior support teams, and provide comprehensive information to facilitate efficient problem resolution;

Onboarding

• Assist new customers during their onboarding process, ensuring they have a clear understanding of our portal, services, and compliance requirements.
• Provide ongoing support after the onboarding phase, ensuring that customers feel confident using our services and addressing any follow-up questions or issues.

Customer Experience Improvements

• Be the voice of the customer within the organization by sharing valuable feedback and insights with CX leadership and teams such as Product, Development, and Operations. Use this input to recommend product improvements, optimize services, and identify strategic opportunities that enhance the overall customer experience.
• Organize and enhance processes within HubSpot to improve efficiency and accuracy.

Tax Season Support

• Provide support during tax season by addressing customer inquiries related to tax documentation and filings.
• Following up with customers who still need to submit missing information required for their tax filings.

Customer Feedback & Reviews

• Actively collect customer feedback to gain insights into their experience and identify opportunities for improvement.
• Encourage customers to share their experiences by inviting them to leave reviews on platforms such as Trustpilot and Google Reviews, helping to strengthen Globalfy's online reputation.

Minimum knowledge, skills and abilities required

Education and Experience:

• Proficiency in English and Spanish;
• 1+ years of experience in customer support, account management or equivalent roles;
• Familiarity with accounting tasks or prior experience in a finance-related position is a plus.

Skills and Abilities:

• Strong verbal and written communication skills to interact with customers effectively, convey information clearly, and respond to inquiries or issues in a professional and courteous manner;
• Capacity to handle multiple customer inquiries simultaneously while maintaining accuracy and attention to detail.
• Ability to prioritize tasks effectively and manage time efficiently to meet service level agreements;
• Organized and detail-oriented;
• Passion for customer advocacy and a commitment to delivering exceptional customer experiences.

You'll stand out if you…

• Have worked in a startup or fast-scaling environment;
• Speak other languages, such as Portuguese.

What you'll find here

• A true builder's environment, with autonomy and real ownership;
• Space to test ideas;
• A high-performing team and challenging, meaningful projects;
• The opportunity to grow with the company and leave your mark;

Benefits you will have

• Monthly Self-Development Budget including language courses (EN, SP and PT);
• PTO balance;
• Home office supply budget;
• Sick hours policy;
• Individual development programs;
• Bereavement policy;
• Parental and marriage leave policy;
• Referral bonus;
• Equipment to work.

Schedule

Mon - Fri 9:00 am - 5:00 pm EST

The position is full-time, which means that you must be available every working day between 9 am and 5 pm EST due to time-zone changing according to Daylight saving time in the United States.

Type of recruitment

Remote (Colombia)

Our selection process

We want you to have a smooth and transparent experience throughout your journey with Globalfy.

Here's what you can expect from our selection process:

• Screening

• Interview with HR

• Interview with the Hiring Manager

• Live assessment

• Reference verification

Note: The selection process may vary depending on the position and can include additional stages if necessary.

We're looking forward to your application