Client Experience Representative

About Us: Carefeed is an all-in-one operations platform to help senior living and long-term care communities simplify their daily operations. By replacing paperwork, spreadsheets, and disconnected tools with an easy-to-use solution, Carefeed saves time, reduces stress, and ensures residents, families, and staff stay informed and connected. Seamlessly integrating with EHRs and HR systems, Carefeed works alongside the tools providers already use—so they can keep everything running smoothly without extra hassle. With transparent pricing, personalized support, and scalable features, Carefeed serves over 1,600 communities, helping staff spend less time on tedious tasks and more time providing great care, keeping families in the loop, and running their communities with confidence. At Carefeed, we help senior living and long-term care teams lighten their workload, stay organized, and focus on what matters—caring for residents and supporting families. For more information, visit www.carefeed.com.     

About the Opportunity: As a Client Experience Representative at Carefeed, you will be the first point of contact for clients, supporting the Client Experience team in delivering exceptional service and helping clients get the most out of Carefeed’s platform. In this full-time, non-exempt role, you will assist with client onboarding, provide day-to-day support, and ensure a smooth experience as clients interact with our solutions. You will work closely with the Client Experience team to troubleshoot issues, answer questions, and contribute to the overall success of the client relationship. 

Key Responsibilities:  

• Support to Client Experience Specialist: Assist the Client Experience team in building, digitizing, and creating community portals, ensuring they are set up properly and enabling users to succeed on Carefeed’s platform upon access (e.g., setting up profiles, uploading documents). 
• Communications Support: Help create and manage communication templates, client calendars, surveys, automations, questionnaires, trainings, grievances, family portals, digital bed boards, and additional solutions permissions, ensuring clients have the necessary resources to use Carefeed effectively. 
• Monitor Client Experience & External Reporting: Track client activity on a weekly basis, generating usage reports to share with Client Experience Specialists. Proactively identify engagement trends, ensure client satisfaction, and recommend e-engagement solutions when needed. 
• Internal Documentation & Reporting: Ensure all documents, templates, and support materials are accurately stored in SharePoint. Maintain up-to-date client health tracking and task management in HubSpot at all times. 
• Collaborate with Client Experience Team: Work closely with the Client Experience Specialists to identify potential areas of improvement, assist with client training sessions, and contribute to the overall success of the team. 

Required Skills:   

• Technical Proficiency: Strong aptitude for SaaS platforms with the ability to quickly learn and adapt to new or proprietary software. Comfortable troubleshooting basic technical issues. 
• Software Expertise: Proficient in Microsoft Office Suite (Word, Excel, Outlook, SharePoint, Stream, OneNote), as well as DocuSign, HubSpot, Adobe, and Canva. 
• Effective Communication: Exceptional verbal and written communication skills with a customer-first mindset. Ability to engage with clients professionally and clearly.
• Problem-Solving: Ability to identify, troubleshoot, and resolve client issues, escalating complex matters when necessary.
• Attention to Detail: Organized and meticulous in handling client information, ensuring data accuracy and completeness.  
• Team Player: Willing to collaborate with other members of the Client Experience team and other departments to ensure a seamless client experience.
• Customer-Focused: A positive, patient, and empathetic attitude when interacting with clients. Eagerness to help clients achieve success and resolve any challenges they face.
• Time Management: Ability to prioritize and manage multiple tasks efficiently in a fast-paced environment. 

Qualifications: 

• Education: Bachelor's degree in related field is preferred.
• Experience: 1+ years of experience in customer service, administrative support, or a related field. Experience in a SaaS or tech environment is a plus. 

What You’ll Love: 

• Be part of a high-growth start-up that’s making a difference in the lives of senior care providers and their communities  
• Work from our Cincinnati office with an amazing team 
• Comprehensive medical, dental, and vision plans  
• Company-paid holidays and Paid Time Off   
• Opportunities to grow your career as the company scales  

Work Location: Onsite in Cincinnati, OH 

Carefeed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.