Customer Journey SpecialistF@B Virtual Professionals • Philippines
Customer Journey Specialist
F@B Virtual Professionals • Philippines
30+ days ago
Job descriptionTrack client stages and ensure timely follow-ups Keep notes and statuses updated Relay key details to field technicians via Slack Use discernment to identify when a client issue requires escalation to company leadership, and serve as a thoughtful buffer to protect the owners’ time while ensuring the client feels fully supported. Monitor internal communication channels—especially the SmithAI intake channel—as a primary responsibility. Ensure a seamless handoff from the SmithAI phone answering service into our GoHighLevel CRM and the broader customer journey. Direct client needs to the appropriate team member Keep communication flowing across departments Prepare and send service estimates Support proposal delivery and work order setup Organize and maintain client files in Google Workspace Ensure reports are correctly named and filed Manage social media content within GoHighLevel—creating branded posts and maintaining a consistent publishing schedule as a key quiet-day responsibility. This may also include supporting paid campaigns on platforms such as Facebook, Nextdoor, or Yelp, if needed. Audit the CRM and prompt follow-ups for stuck clients Update templates, canned responses, or automations Compile weekly insights on client sentiment or common issues Organize testimonials or customer wins Do light competitor research or pricing review Collaborate with the field team to log useful service insights Clean up internal systems or documentation At least 2 years of experience in GHL Native or near-native English speaker with excellent written and spoken communication Experience in restoration (mold, flood, fire) or remodeling project Familiarity with the service trades (plumbing, construction, or related industries) Strong understanding of site conditions and how service teams operate Comfort handling client calls with professionalism and clarity High emotional intelligence and empathy—especially with stressed clients Fast, clear communicator on Slack and other platforms Tech-comfortable and detail-oriented Proactive, self-starting, and comfortable in a dynamic environment Ability to support SEO, content creation, and digital marketing Strong background in building social media presence and driving leads through YouTube We’re looking to fill this role as soon as possible. 9AM–5PM PST, Monday–Friday Intel i5 10th Gen or AMD Ryzen 5 (or higher) Minimum 8GB RAM Device (laptop or PC) must be less than 3 years old Stable internet : 50–100 Mbps, with a backup connection Quality webcam, mic, and headset Great work culture! Opportunity to make a positive impact! BIG in Community! Weekends off, Paid holidays, PTO, Family Medical Incentive, Quarterly Incentive, Referral incentives
The Role : Role Overview :
We need a proactive, organized, and empathetic virtual professional to own our customer journey. This person will be the first human connection (after our phone service) and will manage client communications primarily in GoHighLevel, occasionally via phone. They’ll serve as the key bridge between clients and our mold testing team (using Slack), ensuring a seamless and supported experience from start to finish.
Key Responsibilities :
Client Communication (GHL + Slack + Occasional Phone through GHL) :
- Manage client communications with warmth, clarity, and professionalism
- Schedule appointments for mold testing and duct cleaning
- Follow up as needed to move clients forward and maintain trust
Customer Journey & CRM Management (GoHighLevel) :
Internal Coordination (Slack) :
Estimates & Proposals :
Administrative Support :
Quiet-Day Tasks (Self-Initiated When Volume Is Low) :
Ideal Profile :
Who We’re Looking For :
Schedule & Availability :
Tech & Infrastructure Requirements : To ensure a smooth and efficient remote work experience, applicants must have : A reliable backup power system
Screenshots of your device specs and an internet speed test will be required upon application.
Don’t just look for a job—build a meaningful career filled with freedom, balance, and the support you deserve.
Apply today! Fill out this form : https : / / fabvp.activehosted.com / f / 3
Send your resume to : careers@fabvp.com
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Customer Journey Specialist • Philippines
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