Client Experience Specialist

1Now is a dynamic fleet management software company serving car rental hosts and operators across the United States. Our platform streamlines bookings, vehicle management, and customer interactions in one place, leveraging AI and AI agents to enhance both our internal processes and client services. We operate with a fast-paced, flat organizational structure where team members take full ownership of outcomes, move quickly, and persist through challenges.

Key Responsibilities
- Manage a high volume of inbound and outbound calls with US clients during US business hours, primarily focusing on live conversations.
- Resolve client inquiries on the first call whenever possible, addressing issues related to bookings, accounts, and urgent matters during active rentals.
- Conduct outbound follow-ups, onboarding check-ins, reminders, feedback collection, and issue updates.
- Maintain professionalism and composure when handling frustrated or upset clients, turning difficult interactions into positive experiences.
- Escalate complex issues to appropriate internal teams and ensure resolution by following up until client confirmation.
- Accurately log every interaction, issue, and outcome using our support tools.
- Provide additional support through email and chat when call volume permits, similar to the Client Support team.
- Identify recurring problems and relay client feedback to product and support teams to drive continuous improvement.
- Utilize AI tools daily to enhance response speed and service quality.
- Consistently meet call quality, response time, and client satisfaction targets.

Required Qualifications
- Exceptional spoken English skills with a clear accent and confident phone presence; this is the most critical requirement.
- Demonstrated grit and resilience to maintain high energy and quality during long, busy shifts, taking full ownership of client issues without giving up.
- Previous experience in customer support, call center, or client-facing roles, preferably serving US clients.
- Ability to work a high-volume calling role during US business hours, which corresponds to night shifts locally.
- Strong listening and problem-solving abilities to quickly identify the root cause of client concerns.
- Proficient written English skills for composing emails, chat responses, and detailed call notes.
- Comfortable with technology and quick to adapt to new software tools.
- Based in Lahore with the ability to work from our Gulberg office on a hybrid schedule.
- Female candidates are encouraged to apply and will be given preference.

Preferred Qualifications and Benefits
- Experience in SaaS, car rental, travel, or mobility support industries.
- Familiarity with CRM or ticketing systems.
- Practical experience using AI tools such as Claude or ChatGPT in daily work.

This role offers the opportunity to be the primary point of contact for US clients in a fast-growing tech company that values ownership, innovation, and customer satisfaction. If you thrive in a high-energy environment and are passionate about delivering exceptional client experiences, 1Now could be the perfect fit for you.