Customer Experience Specialist

Job Summary:As a Customer Experience Specialist, you'll blend the heart of customer success with the excitement of supporting back-to-base sales opportunities. You're the primary relationship owner for Travisoft's existing client base — fielding inquiries, resolving issues, and guiding customers through solutions. You'll also play a key role in identifying and nurturing add-on, professional services, and multi-year renewal opportunities, moving them from conversation to close within a clear, supported framework. This role is for someone who takes ownership naturally, communicates clearly, and knows how to spot an opportunity in an everyday conversation.Job Description:Customer Experience SpecialistTravisoft · Customer Experience TeamWHO WE AREAt Travisoft, we're a fun, easygoing group of genuinely kind humans who care deeply about doing great work. We believe in teamwork, open communication, and cheering each other on — but we're also big on personal accountability. We set goals, meet goals, and support each other every step of the way. If you love helping people, solving problems, and being part of a team that's both relaxed and highly driven... you'll fit right in.ROLE PURPOSEAs a Customer Experience Specialist, you'll blend the heart of customer success with the excitement of supporting back-to-base sales opportunities. You're the primary relationship owner for Travisoft's existing client base — fielding inquiries, resolving issues, and guiding customers through solutions. You'll also play a key role in identifying and nurturing add-on, professional services, and multi-year renewal opportunities, moving them from conversation to close within a clear, supported framework. This role is for someone who takes ownership naturally, communicates clearly, and knows how to spot an opportunity in an everyday conversation.WHAT YOU'LL DO (Outcomes, Not Busywork)Customer SuccessBe the first point of contact for incoming customer requests through phone, email, and the customer portal, ensuring customers feel heard and supported.Diagnose issues, solve what you can, and escalate what you need — quickly, clearly, and thoughtfully. Track through to resolution.Keep clean and accurate records of all customer interactions in our CRM (future you and your teammates will thank you).Support new customer onboarding and help set them up for long-term confidence and success.Build trust through consistent follow-through, clear communication, and a kind, human approach.Proactively monitor account health and flag at-risk customers to CE leadership early.Back-to-Base Revenue GenerationIdentify revenue opportunities naturally through day-to-day conversations and proactive outreach.Manage opportunities through the full pipeline — from discovery and scoping through pricing, proposal, and agreement — within defined standards.Present add-on options in a friendly, educational way that focuses on solving customer needs.Proactively reach out to eligible customers for multi-year renewal opportunities and own through close.YOU'LL BE A GREAT FIT IF YOU...Have 3+ years in a customer-facing role (customer success, account support, inside sales, renewals, etc.) and genuinely enjoy helping others.Build rapport easily and communicate warmly and clearly.Are comfortable talking about value, solutions, and helpful upgrades without feeling salesy.Love problem-solving and don't freeze when things get tricky — you get creative.Can juggle multiple tasks while staying organized and calm.Take ownership of your work and follow through without needing reminders.See challenges as opportunities — and you bring that energy to the team.Are a genuinely kind person who contributes to a positive team culture. Yes, kindness matters here.WHAT SUCCESS LOOKS LIKECustomers consistently feel heard, supported, and confident after working with you.You respond and resolve customer inquiries in a timely, friendly, solutions-focused way.Back-to-base opportunities are identified naturally and moved through the pipeline efficiently.Proposals and agreements are accurate, complete, and submitted without back-and-forth.You communicate clearly and keep clean, complete CRM documentation.You spot patterns, risks, and opportunities — and communicate them early.You contribute to a positive, collaborative team culture.You show up with kindness, accountability, and a solution-oriented mindset.YOUR FIRST 90 DAYSFirst 30 DaysLearn the platform, tools, workflows, and customer use cases.Shadow support cases and customer conversations with the team.Build strong working relationships with the team and begin meeting customers.Begin to master documentation, processes, and troubleshooting approaches.Understand our company rhythms, expectations, and metrics.First 60 DaysBegin to handle incoming support cases with growing confidence and minimal guidance.Start to familiarize yourself with our add-on services and how they fit into customer goals.Shadow back-to-base conversations to understand flow and positioning.Build consistent habits around CRM and time tracking.First 90 DaysWorking toward independently owning your support queue, with decreasing need for guidance.Begin to proactively identify and flag at-risk accounts to leadership.Start contributing ideas, improvements, and positive energy.Begin to identify natural back-to-base opportunities in conversations.WHAT WE OFFERAn open, inclusive culture where people enjoy working together.Competitive compensation and benefits.Career growth, training, and development opportunities.A dynamic, innovative, supportive, and genuinely fun team.Employee referral bonuses — bring your friends!Team-building events and social activities to celebrate wins.Worker Type:Regular
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