Overview

Toptal is a network of the world’s top 3% of software engineering, design, and finance talent – available on demand to help companies accelerate, adapt, and scale. With $100+ million in annual revenue and triple-digit growth, Toptal is the largest fully distributed workforce in the world.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun [see this video from The Huffington Post]. We see no borders, move at a fast pace, and are never afraid to break the mold.

If you’re not in the job market, you’re exactly the type of person we’re looking for.

Position Description:

As a Client Experience Manager at Toptal, you will play a critical role in the operations and management of the Client Experience (CX) team. You will be responsible for executing and overseeing all team processes and policies in order to ensure Toptal provides the highest level of client experience on a global scale and around the clock. You will work closely with the Head of Client Experience to hire, train, and manage a rapidly-growing team and take ownership of team performance and initiatives. You will work closely with both internal teams and our clients to quickly and effectively resolve issues. You will have the opportunity to work in a cross-functional capacity with other Toptal teams to promote a culture of continuously improving client services.

This is a remote position that can be done from anywhere.

Responsibilities:

  • Work as both an individual contributor and manager of people to drive forward client experience processes and initiatives.
  • Assist with tracking, analyzing, and reporting key client experience metrics.
  • Work with the Head of Client Experience to identify areas for team improvement; lead the team on correcting/optimizing these areas quickly and efficiently.
  • Assist with the creation, implementation, and training of client experience best practices and playbooks.
  • Take ownership of daily client experience operations: assigning tasks, monitoring support channels to ensure exemplary and timely response, and acting as mentor and escalation point for CX team members.
  • Lead the team in working to address and resolve client issues, either through direct personal action or by promoting quick and results-driven collaboration with other relevant parties.
  • Lead weekly team meetings and strategy sessions, with input from the Head of Client Experience.

Requirements:

  • Exceptional interpersonal communicator, both in written and spoken word. Must be able to build strong, professional relationships.
  • Must have experience working directly with clients and be capable of diffusing issues easily and effectively. Must be a strong performer in high-pressure situations.
  • To excel at this role, you must be optimistic and persistent. You can win friends and influence people. You can accept critique, both internally and externally, as an opportunity to improve.
  • Proactive. Self-motivated. Introduces new ideas and opportunities without instruction to do so.
  • Able to say “no” when it’s easier to say “yes” and be willing to draw a hard line. At the same time, must possess strong ability to determine when a situation calls for additional internal investigation.
  • Should exhibit interest/willingness or some experience in leading teams. The ideal candidate should have team management on their professional roadmap.
  • Should have experience working in a cross-functional setting where decisions/action items were the result of a consensus.
  • Knowledge in the software development field a significant plus.
  • You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.

About Toptal

Toptal is one of the most innovative and rapidly expanding tech start-ups from Silicon Valley. With backing from investors such as Andreessen Horowitz and Adam D’Angelo, our platform is the fastest growing labor marketplace in the history of the Internet—connecting thousands of elite engineers all over the world. In the last four years, Toptal has become the #1 choice for tech companies requiring top-tier engineering talent and for the top 3% of freelancers looking for their next challenge.

Toptal has worked with over 2,000 clients (https://www.toptal.com/clients) to date. Toptal clients include Airbnb, J.P. Morgan, Zendesk, Artsy, IDEO, Pfizer, and many more.

The Toptal network includes thousands of designers and developers in over 100 countries. To be accepted into the network, all Toptal freelancers must pass a screening process (https://www.toptal.com/top-3-percent) that includes tests for English and communication skills and a variety of technical exams specific to the applicant's area of expertise, for example timed algorithm tests, live coding exercises, and test projects.

While we’re primarily focused on bringing quality and value to our clients, we’re also committed to creating a world-class environment for our employees. We are a completely distributed company with thousands of core and network team members located all over the world, and we take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We take an all-hands-on-deck approach to our work, taking pride in being collaborative, creative, and flexible.

If you aren’t looking for a job because you’re already killing it, we want you.