YOUR PRACTICE MASTERED | NOW HIRING

Client Experience Representative

Every client. Every division. Taken care of.

Remote · Full-Time · W-2 Employee · Client-Facing · Salaried (No Commission) · Quarterly Travel Required

About the Role

This role exists to make sure none of clients ever feel like a ticket number, whether that's a Partners Club member with a question, a Staffing Room or Closing Room or Intake Room client who needs to be pointed to the right team, or someone whose card expired and just needs a little help getting back on track.

This is a true utility player role. In a single day you might answer Partners Club tickets in the morning, make golden ticket calls after lunch, and help route an Intake Room client to the right contact before you log off. As the company grows, we expect this role to grow with it.

What This Is Not

This is not a quota-carrying sales role. There's no commission attached to golden ticket calls or collections. The incentive here is doing right by the client, not hitting a number. It's also not a passive, single-lane support role. You're expected to notice a client drifting, a payment about to fail, or a golden ticket about to expire, and get ahead of it before anyone has to ask.

Compensation and Details

• Compensation: $55,000 to $65,000 per year, depending on experience. Salaried, full-time, no commission structure attached to this role.

• Type: Full-time, remote, W-2 employee

• Reports To: Process Manager

• Travel: Quarterly event attendance required (approximately one week every three months)

• Tools: Slack, Keap, Asana, CTM VoIP, Google Business Suite, and ticketing software

• Benefits: Health insurance eligibility after 90 days, with a company-paid portion; quarterly profit-sharing bonus

• Growth: As Your Practice Mastered grows, we expect this role to grow into a larger scope

How to Apply

Apply through the application where you located this ad and look for a response if you’re qualified. Due to the volume of replies, non-qualified applicants will not be responded to.

What You'll Do

• Client Support and Ticket Management (about 20%): Manage inbound tickets and requests from Partners Club members, the majority of your day-to-day. Respond quickly, resolve fully, and make people feel heard.

• Cross-Division Routing (a small percentage): Direct Staffing Room, Closing Room, and Intake Room client inquiries to the right team, so nothing gets stuck in the wrong inbox.

• Collections and Payment Recovery (about 10%): Reach out when a client's plan lapses or a payment fails, across any division. This is usually a card issue, an expired date, or bad timing, not a fight. Bring flexibility and warmth, not pressure.

• Golden Ticket Outreach (about 20%): Call current and past clients who haven't yet claimed their free seat at one of our mastermind events. This is a service call, not a sales call. You're closing a loop, not chasing a quota.

• Quarterly Event Attendance: Travel to and attend our quarterly live events, roughly one week every three months. You'll work from the room and from private spaces on-site. This is working time, not downtime.

• Warm Hug Calls: Support the sales team by calling or texting newly self-scheduled appointments, just to reassure them they're in the right place ahead of their call.

• New Lead Management: Occasionally, work with the marketing team to support with lead management

What We're Looking For

Required:

• You genuinely love people. This shows up in your tone before you've said a word.

• You don't shy away from conflict, but you never make it personal. You stay kind, stay honest, and defuse rather than escalate.

• You're highly organized and can juggle multiple divisions and client types without letting anything slip.

• You're comfortable in a CRM and payment platform, and you pick up new tools quickly.

• Your written and spoken communication is excellent.

• You have experience in customer care or another client-facing service role.

Preferred:

• Experience supporting small business owners and/or professional services clients

• Prior experience working with law firms or attorneys is a plus, but not required

Since 2009, Your Practice Mastered has worked with attorneys who own small, consumer-facing law firms. These aren't big law firms. They're firms serving their own communities directly, in practice areas like bankruptcy, divorce, estate planning, criminal defense, and immigration, plus firms that support small businesses with transactional work or asset protection.

We support these firm owners in three ways: staffing solutions, staff training, and consulting services. We deliver that work through several specialized divisions, all serving the same law firm owners with a different purpose:

• The Staffing Room, which places and supports team members inside clients' firms

• The Closing Room, which trains firm staff on consultations and closing

• The Intake Room, which trains firm staff on client intake

• Partners Club, our coaching and consulting membership for firm owners themselves