Client Experience Specialist (Bilingual English/Spanish)

Job Description

Job Description

ABOUT THE ROLE

FASTer Way to Fat Loss is one of the fastest-growing online fitness and nutrition brands in the country, and we're building a team that matches our momentum. We're looking for a Client Experience Specialist who genuinely loves helping people, thrives in a fast-paced environment, and brings the kind of warmth and energy that keeps clients coming back.

In this role, you'll be the voice of the FASTer Way brand across multiple channels, guiding clients through their membership journey, resolving concerns before they become cancellations, and making every interaction feel personal and positive. Your bilingual skills in English and Spanish will be essential in serving our growing community.

QUICK DETAILS

Department:

Client Success

Reports To:

Client Experience Manager

Status:

Non Exempt - Hourly

Location:

In Office - Clearwater, FL

Benefits:

Eligible for standard company benefits

WHAT YOU'LL DO

• Own the client relationship. Serve as the primary point of contact for FASTer Way clients, coaches, and community members across phone, email, text, and other platforms, responding to inquiries within two hours.
• Retain and delight. Proactively reach out to clients considering changes to their membership. Listen, empathize, and match them with the right solution to keep them engaged and successful.
• De-escalate with grace. Handle difficult conversations with patience and professionalism, turning frustrated clients into loyal ones.
• Nurture prospects. Engage in multi-platform outreach to support growth of new client and VIP programs.
• Dig into the data. Track KPIs, analyze cancellation trends, and surface actionable insights that help the team improve retention strategies.
• Collaborate cross-functionally. Work closely with programming, production, marketing, and sales teams to align client experience efforts with broader brand initiatives.
• Keep things documented. Log client feedback, technical issues, compliments, and complaints accurately in our CRM systems.
• Stay curious. Help monitor industry trends and emerging CRM technologies, and bring ideas to the table.

WHAT WE'RE LOOKING FOR

• Bilingual fluency (English/Spanish) verbal and written, this is a must-have for this role.
• 2+ years of experience in a client experience, customer success, or similar client-facing role.
• A retention-first mindset. You understand the value of every client relationship and approach every conversation with that lens.
• Excellent communication skills. You write clearly, speak confidently, and know how to read the room.
• Strong organizational habits. You can manage multiple conversations and tasks simultaneously without dropping the ball.
• Comfort with CRM platforms, experience with tools like HubSpot, Salesforce, Zendesk, Salesmsg, AirCall, SamCart, or similar is a plus.
• Proficiency in Google Workspace and Slack.
• A team-first attitude. You collaborate well, communicate openly, and bring positive energy to the people around you.

A bachelor's degree in marketing, communications, business, or a related field is preferred but not required. We care more about what you can do than where you studied.

WHY FASTER WAY?

We are not just selling fitness programs, we are changing lives. Our clients are deeply invested in what we do, which means the work you'll do here actually matters. You'll be part of a mission-driven team that moves fast, supports each other, and is genuinely excited about what we're building.

If you want a role where you can grow, make an impact, and be part of something bigger than a support queue, this is it.

EQUAL OPPORTUNITY EMPLOYER

FASTer Way to Fat Loss (a subsidiary of Tress Marketing Solutions, LLC) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, veteran status, or medical condition.