Associate Customer Experience Manager

Associate Customer Experience Manager
- Support

Remote (Colombia) | Customer Experience | Full-Time

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.

The Associate CXM
- Support is the first human touchpoint in Cheqroom's support experience. When our Hub Spot 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.

• 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 Hub Spot 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.

• 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
  - Log Rocket session replay, HAR captures, and structured reproduction steps - and study past defects to recognize patterns before they reach you live

• Handle inbound chat and email conversations in Hub Spot - 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 Hub Spot and keep macros and snippets current

• Diagnose issues by understanding the customer's workflow and configuration before escalating
• Use Log Rocket to investigate reported issues before filing a defect
• Log defects in Jira with clear repro steps, customer impact, and supporting recordings

• 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