Client Experience Specialist

Client Experience Specialist – Turn Escalations into Loyalty & Growth

📍 100% Remote | Full-Time

At Doneverse (formerly Outsourced Doers), we don’t just “manage clients.” We obsess over them.

We turn complaints into opportunities, challenges into wins, and feedback into fuel for innovation.

We’re looking for a Client Experience Specialist who can transform client interactions into powerful retention and referral engines while leading a high-performing team. If you’re the kind of person who thrives under pressure, loves solving tough problems, and gets a thrill out of exceeding expectations—this role is for you.

What You’ll Own:

• Escalation Resolution (60%) – Be the go-to problem-solver. Tackle escalations fast, resolve with flair, and leave clients saying “wow.”
• Team Leadership (10%) – Lead, coach, and elevate a team of Client Experience Specialists to hit KPIs, SLAs, and NPS goals.
• Process Innovation (20%) – Spot gaps, fix inefficiencies, and create client journeys so smooth they feel like magic.
• Automation & Efficiency (5%) – Streamline and delegate—make things smarter, faster, better.
• NPS Management (5%) – Track, analyze, and level up our Net Promoter Score to hit 50+ and beyond.

What We’re Looking For:

• 5+ years in client-facing or client experience leadership roles.
• Proven record of resolving escalations and keeping clients loyal.
• Strong background in team leadership (remote team experience = big plus).
• Tech confidence: CRM platforms, Slack, Asana, Zoom, Google Suite.
• High EQ + problem-solving mindset + resilience under pressure.
• A mix of strategy + empathy + grit.

What You’ll Bring:

• You don’t just manage complaints—you turn them into retention strategies.
• You thrive in fast-paced, high-stakes environments.
• You’re obsessed with metrics (NPS, churn, retention) and know how to move the needle.
• You can lead a team while rolling up your sleeves to handle escalations yourself.
• You’re not afraid to challenge the norm and drive process improvements that stick.

Why Join Us?

• Be part of a fast-growing global company trusted by entrepreneurs worldwide.
• Lead a team that’s driven, sharp, and client-obsessed.
• 100% Remote—work anywhere, thrive everywhere.
• Growth-focused culture—your ideas won’t just be heard, they’ll be implemented.

If you’re ready to lead with grit, innovate with purpose, and turn client experience into a competitive edge, apply now.