Client Experience Specialist

Client Experience Specialist
Location: Full-Time, In-Office | Whippany, New Jersey

The Role
At Giftogram, appreciation isn’t just what we do—it’s who we are. As a Client Experience Specialist, you’ll be on the front lines of helping companies turn everyday interactions into moments of gratitude. Your mission is to build genuine relationships, drive measurable impact, and ensure that appreciation is effortless, meaningful, and memorable for our clients.

This role is primarily reactive (80%) with a proactive (20%) edge, supporting a wide range of Giftogram clients. One day you might be setting up referral programs for SMBs, the next helping HR leaders launch recognition initiatives, or guiding marketing teams through nationwide gifting campaigns. In every interaction, you’ll provide best practices, uncover opportunities for growth, and empower our clients to elevate how they connect with employees, customers, and partners.

In This Role, You'll:

• Order Verification - Review and approve daily digital and physical card orders via HubSpot CRM & the Giftogram admin to ensure accuracy and timeliness. 
• Customer Engagement - Handle inbound calls through RingCentral, live chats, and help desk inquiries, delivering quick empathetic solutions
• Onboarding & Training - Guide new customers through the Giftogram platform, train on best practices and host virtual demos via Zoom and Google Meet. 
• Collaboration - Partner with the broader Giftogram team to improve customer experience, strengthen relationships, and support growth initiatives 
• CSM & Sales Support - Assist Customer Success Managers and Sales team members with tasks related to their books of business, including account and order updates, preparing materials for customer meetings and helping execute client campaigns
• Insights & Feedback - Identify customer trends, recurring questions, process gaps, and share insights with the team to help shape product improvements and best practices. 

What You’ll Bring

• Bring 2-4 years of client experience or support background - ideally in SaaS or eCommerce, and the confidence to deliver exceptional service across phone and digital channels.
   
• Comfort with conferencing and communication tools (RingCentral, Zoom, Google Workspace, Slack).
   
• 2+ years experience with CRMs (HubSpot or Salesforce).
   
• Familiarity with SaaS platforms
   
• Tech-savvy with strong computer literacy and attention to detail.
   
• A positive, professional communication style and strong interpersonal skills.
   
• Ability to multitask and stay organized in a fast-paced environment.
   
• Ability to work independently while thriving in a collaborative team environment.
   
• (Nice-to-have) Bilingual in English/Spanish.
   
• High School Diploma or GED required.

You’ll Thrive in This Role If You Are:

• Naturally curious and a strong listener - you get to the why behind what clients need.
   
• Business-minded and outcomes-driven. You’re always connecting the dots between appreciation and ROI.
   
• Organized and great at juggling priorities without dropping the ball.
   
• Proactive. You don’t wait for someone to tell you there’s a problem - you see around corners and help clients do the same.
   
• A believer in the power of meaningful connection and the role appreciation plays in driving culture, loyalty, and performance.
   

Why Giftogram?
We’re on a mission to reimagine how businesses show appreciation, and we believe our people are at the heart of that mission. At Giftogram, you’ll join a collaborative, purpose-driven team that cares deeply about our customers and each other. We start and end with appreciation - in every relationship and every role.