Associate Customer Experience Manager

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