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 elevate 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

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