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