At Lensa, our Client Care Specialists play a pivotal role in fostering strong client relationships and driving customer satisfaction in a dynamic, fully remote environment. This position is essential for upholding our commitment to personalized service, directly impacting client retention and company growth by addressing needs efficiently and proactively. You'll be the frontline ambassador for Lensa, ensuring every interaction reinforces our reputation as a trusted partner in the staffing and recruitment industry. As a Client Care Specialist, your day-to-day involves responding promptly to client inquiries via email, phone, and chat, troubleshooting issues related to job placements, candidate matching, and account management. You'll conduct follow-up calls weekly to gauge satisfaction levels, document interactions in our CRM system like Zendesk or Salesforce, and escalate complex cases to senior teams. Monthly, you'll analyze client feedback trends, contribute to satisfaction reports with key metrics such as resolution time and Net Promoter Scores, and collaborate with sales, recruitment, and product teams to refine service protocols. Expect to handle 50-70 interactions daily, manage ticket queues, update knowledge bases with solutions, and participate in team huddles for process improvements. You may also lead small client onboarding projects, mentor junior specialists, and contribute to quarterly training sessions on best practices. To succeed, candidates need a high school diploma or equivalent, with an associate's or bachelor's degree in business, communications, or a related field preferred. Prior experience of 1-3 years in customer service, ideally within staffing, HR tech, or SaaS environments, is required, along with familiarity with remote work tools. Proficiency in CRM platforms such as Zendesk, Salesforce, or HubSpot, plus Microsoft Office Suite and Google Workspace, is essential. Strong English communication skills, both verbal and written, are mandatory, with bonus points for multilingual abilities. No specific certifications are needed, but knowledge of customer service frameworks like ITIL is advantageous. Beyond technical know-how, you'll thrive with exceptional active listening, empathy, and problem-solving abilities to de-escalate tense situations. Strong organizational skills help juggle multiple client priorities, while adaptability suits our fast-paced remote setting. Team collaboration is key, as you'll partner across departments, and a client-centric mindset ensures proactive service. Emotional intelligence and resilience round out the competencies for long-term success in this rewarding role. Lensa is a leading job matching platform revolutionizing recruitment with AI-driven insights, connecting millions of professionals to opportunities. Our mission is to empower careers through innovative technology, guided by values of integrity, innovation, and inclusivity. In our fully remote culture, teams span the US, fostering collaboration via Slack, Zoom, and Asana in a supportive, results-oriented environment that celebrates diversity and work-life balance. We offer competitive compensation, though salary details are not specified at this time, commensurate with experience. Comprehensive benefits include medical, dental, and vision insurance, 401(k) matching, and generous PTO starting at 15 days annually. Enjoy perks like home office stipends, flexible hours, professional development reimbursements, wellness programs, and potential performance bonuses. Our remote-first policy ensures top-tier tools and support for productivity. Growth at Lensa is robust, with clear paths to Senior Specialist, Team Lead, or Account Management roles through mentorship and training. Access online courses, conferences, and certifications via our learning platform. To apply, submit your resume through our careers page today and join our innovative team.