ASSOCIATE CUSTOMER EXPERIENCE MANAGER

Associate Customer Experience Manager – Support Remote (Colombia) | Customer Experience | Full-Time ABOUT CHEQROOM Cheqroom is the leading Asset Operations Platform, trusted by 1,400+ organizations to manage over $5 billion in mission-critical equipment — from universities and government agencies to Fortune 100 companies. We keep work in motion. ABOUT THE ROLE The Associate CXM - Support is the first human touchpoint in Cheqroom's support experience. When our HubSpot chat agent takes its first pass at an inbound conversation and the customer needs a person, this role picks it up — delivering fast, accurate, empathetic resolution across chat and email during the first half of the US support day. This is a role for someone who wants to learn a product deeply and build a career in customer experience. You'll start with a structured ramp into the Cheqroom platform — core equipment workflows, the mobile app and barcode scanning, data imports, and the authentication layer our customers rely on (SSO/SAML and LDAP). Nobody arrives knowing this; you'll learn it using our playbooks, internal troubleshooting guides, and defect history as your curriculum. The day-to-day centers on three things: owning the morning chat and email queue within SLA, executing provisioning and data-upload work that keeps new customers moving, and giving hands-on support to the CXMs leading onboardings. You'll work from established playbooks with day-to-day direction from the CXM - Support, and own the quality of every interaction you touch. This role is the entry point into Cheqroom's CX career ladder. Strong performance here builds directly toward the CXM level. SCHEDULE & COVERAGE • Working hours: Monday–Friday, 7:00 AM–3:00 PM ET • Live chat ownership: 7:00 AM–12:00 PM ET, the human layer behind our HubSpot chat agent's first pass • Midday handoff: hand the chat queue to the CXM - Support at 12:00 PM ET, with a status note on every open conversation — no silent queue drops • Afternoon focus: 12:00–3:00 PM ET covers email, provisioning, KB contributions, and onboarding assists Cheqroom's live support window runs 7:00 AM–5:00 PM ET. This role deliberately covers the European customer base's afternoon alongside the US morning — our highest-volume overlap. WHAT YOU'LL DO Learn the product • Complete a structured ramp across Items, Reservations, Checkouts, Kits, Custody, the mobile app, barcode scanning, and sync • Build real depth in the technical areas that drive support volume: SSO/SAML across identity providers (Entra, Okta, Google, Shibboleth), LDAP/Active Directory sync, attribute mapping, certificate renewals, and data imports • Learn our diagnostic toolkit hands-on — LogRocket session replay, HAR captures, and structured reproduction steps — and study past defects to recognize patterns before they reach you live Support execution • Handle inbound chat and email conversations in HubSpot — every interaction timely, accurate, and empathetic • Respond to chat within 1 minute and email within 1 hour during your shift, with follow-up within 24 hours • Triage and escalate anything beyond your scope with full context — never sit on a ticket you can't resolve • Document every interaction in HubSpot and keep macros and snippets current Troubleshooting and defect reporting • Diagnose issues by understanding the customer's workflow and configuration before escalating • Use LogRocket to investigate reported issues before filing a defect • Log defects in Jira with clear repro steps, customer impact, and supporting recordings Provisioning and onboarding support • Execute provisioning tasks accurately and completely, following the Provisioning SOP • Support active onboardings with data imports, account provisioning, and hands-on troubleshooting alongside the lead CXM Knowledge base contribution • Draft and update KB articles for recurring questions, and flag gaps in self-service coverage • Turn what you learn during ramp into documentation — a question you had to ask is usually an article a customer needs WHAT WE'RE LOOKING FOR Must have • A genuine drive to learn a complex product deeply and build a career in customer experience • Strong written communication and a calm, empathetic approach under pressure • Comfort working across multiple tools at once (HubSpot, Jira, LogRocket) in a fast-paced queue Nice to have • Prior exposure to SaaS support, SSO/SAML, or LDAP/Active Directory concepts • Experience with data imports, provisioning, or customer onboarding WHY CHEQROOM • A defined path from this role straight into the CXM career ladder • Hands-on ownership from day one, with real customer impact across chat, email, and onboarding • A team that documents what it learns, so ramp gets a little faster for the next person