Summary: The Client Experience Specialist guides clients through the VeraTru portal, troubleshoots issues, and collaborates with internal teams to enhance the user experience. Highlights: 1. Primary guide for clients using the VeraTru portal 2. High-ownership role on a small team, solving problems with urgency and care 3. Opportunity to improve processes and client experience ### **About VeraTru** Veratru serves as a critical financial partner supporting the federal "No Surprises Act." When healthcare providers and insurance companies disagree on payment for out\-of\-network services, they enter a structured dispute resolution process. While the arbitration administrators handle the decision\-making, Veratru handles the money. We manage the complex flow of administrative and arbitration fees associated with these disputes. We are a technology\-forward, process\-driven company operating in a high\-volume environment where accuracy and agility are paramount. ### **About the Role** As a Client Experience Specialist, you will be the primary guide for clients using the VeraTru portal. You will help users adopt the platform confidently, troubleshoot issues quickly, and translate complex workflows into clear, actionable steps. You will also partner closely with internal Payments and Product teams to ensure smooth reconciliation and to remove friction points from the client experience. This is a high\-ownership role on a small team, ideal for someone who enjoys working directly with clients, is curious about how systems work, and solves problems with urgency and care. You will support clients, lead trainings, and improve processes as we grow. **Responsibilities** -------------------- * Serve as the primary guide for clients, ensuring they understand the portal and industry best practices. Lead video meetings and calls to drive adoption and user confidence. * Act as the first point of contact for platform support, troubleshooting by resolving immediate user issues, and escalating true bugs to Product or Engineering with clear notes and examples. * Work closely with the Deposits Team to support accurate reconciliation by organizing client and third\-party communications and validating key data points. * Create clear client guides and brief video walkthroughs to improve self\-service and reduce repeat questions. * Stay close to the client experience, spot friction early, and suggest improvements that make the end\-to\-end workflow smoother. * Jump in where needed to improve the client experience. **What Success Looks Like** --------------------------- * Clients feel confident using the platform and know exactly what to do next. * Issues move forward quickly, with clear communication and strong follow\-through. * Payments and Product/Engineering handoffs are smooth, complete, and easy to act on. * You spot patterns and friction points and turn them into improvements. * You adapt easily as priorities shift and keep progress moving in a fast\-changing environment. **Requirements*** 2\+ years in a customer\-facing role (support, client success, onboarding, implementation, or operations) * Strong written and verbal communication skills (email and live calls) * Advanced English (C1\+) * Remote\-ready: reliable internet and your own computer * Resume must be submitted in English; applications in another language will not be reviewed **Preferred:** Experience supporting a B2B software platform and/or payments or reconciliation workflows. Role Type: Full\-time Contractor Compensation: $8 \- $10 per hour jCKh1ziqCw