Client Engagement Specialist

Client Engagement Specialist

The Opportunity

Bright!Tax is hiring a Client Engagement Specialist to be the front door of the firm. Every prospective client who emails [email protected], fills out a contact form, leaves a voicemail, or starts a chat will land with this person first. They'll triage that volume, route it well, and in select cases close it themselves with a quote.

Beyond the front door, this role grows our global referral network, runs voice-of-the-client outreach with current clients, and feeds insights to Marketing and Client Success that shape how we sell and how we serve.

The Reality

You'll work in volume, ambiguity, and judgment. Some days you'll route forty contact form submissions and wrap by lunch. Other days you'll be on the phone with a referral partner in Singapore, untangling a complex lead's situation, and stitching together feedback themes from a dozen client conversations. The work is rarely the same shape twice.

You'll often be the most informed voice in the sales meeting, even if not the loudest. The pattern recognition you build at the front door—what objections we keep hearing, which referral sources actually convert, what prospects almost picked us instead—becomes some of the most valuable intelligence the firm has.

Role Details

- Status: Full-time, salaried
- Location: Remote; a few hours of overlap with EST business hours required
- Reports to: Katelynn Minott, CEO (Interim Sales Leader)
- Works alongside: Our Client Engagement Specialists (the live-call closers)
- Tools: HubSpot, Google Workspace, Typeform

What You'll Do

Triage and route the front door. Be the first person in the loop for everything inbound — email, website chat, voicemail, contact forms. Capture context cleanly in HubSpot and hand off to the right Engagement Specialist or CSM with enough information that the next conversation feels seamless to the client.

Qualify leads. Establish fit before our closers spend their time. A short qualification conversation — async or live — confirms what the prospect needs, whether Bright!Tax can serve it well, and where in the pipeline it belongs. When the situation is straightforward, you'll have authority to quote it yourself.

Own referral data and hygiene. Make sure every referred lead is tagged, attributed to the right source, and tracked cleanly through the pipeline. Partner with our Client Engagement Manager on the network's growth as they lead partner development; you make sure we know what's actually working.

Run voice-of-the-client outreach. Maintain a regular cadence of feedback conversations with current clients — what we did well, what almost made them choose someone else, what they tell other expats about us.

Translate patterns into intelligence. Synthesize what you hear at the front door and from clients into themes that go to Marketing (for messaging) and Client Success (for service design). Be the connective tissue between three functions that don't always have time to talk to each other.

Who You Are

Warm and patient by default. Kindness isn't a script for you, it's how you naturally show up. People feel seen when they interact with you, even over email.

Disciplined about systems. HubSpot hygiene isn't a chore; it's how you make sure the team isn't dropping balls. You document things so others can find them later.

Sharp about judgment. You can tell when something needs escalation and when it just needs handling. Most things you'll just handle.

Commercially aware. You can read whether a lead is a real fit, and you can quote a service when the situation calls for it without losing your nerve.

Pattern-minded. You're the kind of person who notices the third time something comes up and starts looking for the trend, not the kind who answers each ticket in isolation.

Requirements

- 2+ years in a client-facing role (sales, account management, customer success, or equivalent)
- Strong written communication — your emails should read as warm, clear, and human
- Comfort with CRM systems; HubSpot fluency strongly preferred
- Available for internal meetings during morning, US EST business hours
- Willingness to ramp quickly on US expat tax fundamentals — you don't need credentials, but you need to learn enough to triage and qualify with confidence

Join Us

This is one of the most cross-functional roles at Bright!Tax. You'll touch Sales, Marketing, Client Success, and the leadership team's strategic priorities. If you enjoy connecting dots across teams, and you genuinely care about how clients experience us from the very first interaction, this is a role you'll grow in for years.