Customer Experience Associate

About the Company: Homeworks is an innovative SaaS company that empowers businesses by delivering a world‑class home‑service CRM that includes automated key performance indicators about their business metrics. We are driven by a passion for exceptional customer service and aim to provide seamless, value‑driven solutions to our clients. As we continue to grow, we are looking for an experienced and dynamic Customer Experience Associate to join our team and ensure our customers are at the heart of everything we do. About the Role: Homeworks is looking for a Customer Experience Associate to be the connective tissue between our sales, onboarding, and support functions. This is a dynamic, people‑first role built for someone who thrives on variety. You might close out a sales call one hour, field a support question the next, and spend the afternoon following up with customers to make sure they’re getting real value from the software. You’ll be a critical part of the customer journey from the moment a prospect signs on; jumping in at the end of sales calls to make a warm introduction, walking new customers through signup, and setting them up for a strong implementation. Between those moments, you’ll be doing proactive outreach: checking in on customers, re‑engaging those who’ve gone quiet, and working through payment recovery. Primary Responsibilities: Jump into the final stage of sales calls to make a warm handoff, walk new customers through account signup and first steps in the software, and get them set up for their implementation calls Be available on call to handle impromptu customer support calls, resolve issues quickly, and elevate when needed Proactively check in with active customers, re‑engage disengaged accounts, follow up with customers on lapsed payments, and identify early warning signs of churn What We’re Looking For: Strong communicator, comfortable on the phone and video calls with customers of varying technical comfort levels Organized and self‑directed; able to manage a varied task list without constant direction Experience in customer support, customer success, sales, or a similar customer‑facing role preferred Familiarity with CRM tools (HubSpot experience a plus), support platforms, or SaaS products is helpful Comfortable with payment and billing conversations – able to discuss sensitive topics with empathy and professionalism #J-18808-Ljbffr