Client Experience Specialist

Job description

We know the frustrating part of being good at your job is watching a problem happen and not having the standing to fix it. This role is built so that never happens to you again. This is a seat with real authority: you audit how Yokly's client-facing teams perform, and you report what you find straight to the CEO — not because of your title, but because he delegates that authority to you directly, on day one. If you'd rather decide and act than flag something up a chain and wait, keep reading. Your Role & Contract Contract type: Independent Contractor Full-time Shift: 11:00 PM – 8:00 AM Philippine Time (Graveyard) — aligns with 8:00 AM – 5:00 PM PST for the client What you'll own: The full client experience, end to end — what every client sees, touches, and feels with Yokly, from handover through the life of the account Direct audit authority over how our Client Success Managers and Leads communicate with clients — including sitting in on real client meetings Client check-in calls and exit interviews, run on your own judgment within a clear protocol Design of our loyalty and referral programs, our client-facing reporting, and our onboarding experience — and you keep owning what you build, not handing it off once it ships A direct line to the CEO — no manager between you and the person you report your findings to What we're looking for: 3-5 years in client experience, client success, account management, or a related client-facing role Bachelor's degree in Business, Communications, or a related field — or equivalent experience if you don't have one. Comfortable holding a line with a manager whose work you're auditing — your authority comes from the CEO, not from outranking anyone Analytical by instinct — you solve the problem in front of you instead of escalating it A confident communicator who can run a real conversation with a client, not just write a report about one What's in it for you: Permanent Work-From-Home setup Weekends off — Saturdays and Sundays are yours HMO coverage with Maxicare upon regularization, with the option to add dependents Wellness checks and support services Paid Time Off: 40 hours in year 1, growing to 120 hours with tenure Sick Leave: 40 hours (16 available even during probation) Mental Health Leave: 8 hours a year Special leaves: birthday, bereavement, and paternity leave Holiday observance: U.S. holidays plus select Philippine Holy Week dates Convert unused PTO to cash Company-provided equipment Yokly's 13th Month Pay A Welcome Kit, plus tokens for birthdays, milestones, and anniversaries