Harbor Capital Leasing ยท 15 hours ago
Customer Experience Specialist - Red8
US-AZ-Phoenix
Full-time
Hybrid
Entry, Mid Level
2+ years expHarbor Capital Leasing is a company focused on delivering exceptional client experiences, and they are seeking a Customer Experience Specialist to enhance client satisfaction across managed IT services. This role involves serving as the primary point of contact for clients, monitoring satisfaction, and coordinating service delivery with various teams.
Financial Services
Responsibilities
Serve as a primary point of contact for assigned managed services clients
Monitor client satisfaction across service desk interactions, projects, and ongoing support
Proactively communicate service status, escalations, and resolutions
Coordinate with Service Desk, NOC, Engineering, and Project teams to ensure seamless service delivery
Track and manage SLAs, response times, and resolution metrics
Identify recurring issues, trends, and improvement opportunities
Conduct regular client check-ins, QBRs, and service reviews
Ensure accurate documentation of client interactions, feedback, and action items in CRM/PSA tools
Advocate for client needs internally while aligning expectations with contractual scope
Support onboarding of new managed services clients
Assist in renewal readiness by identifying risks and opportunities for service enhancement
Qualification
Required
MSP or IT services industry experience
ITIL Foundation knowledge
Experience conducting QBRs and customer health assessments
Strong understanding of managed IT services (service desk, networking, cloud, security, backups, etc.)
Exceptional written and verbal communication skills
Strong organizational and follow-up abilities
Ability to translate technical concepts into customer-friendly language
Experience with PSA, CRM, or ticketing systems (ConnectWise, Autotask, ServiceNow, etc.)
Calm, professional demeanor when handling escalations
Customer-first mindset with a proactive approach to problem-solving
Preferred
2+ years experience in customer experience, customer success, or account coordination (IT or MSP preferred)
Familiarity with SLA and KPI reporting
Company
Harbor Capital Leasing
Harbor Capital is an independent equipment lessor providing equipment finance, asset management and portfolio servicing for the benefit of companies in the public and private sector.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase