Client Experience Specialist (Bilingual English/Spanish)

Bilingual Client Experience Specialist

Client Success Department · Bilingual English / Spanish

About FASTer Way to Fat Loss

FASTer Way to Fat Loss is one of the fastest-growing digital health and fitness companies in the United States, named to the Inc. 5000 list three times and recognized as the #1 fastest-growing digital fitness and nutrition company in the country. Founded in 2016 by Amanda Tress and headquartered in Clearwater, Florida, we've served nearly 200,000 clients through a clinically backed virtual program combining intermittent fasting, carb cycling, whole-food nutrition, and strength training.

We're not just selling fitness programs, we are changing lives. Our clients are deeply invested in what we do, which means the work you'll do here actually matters. We're building a team that matches our momentum: mission-driven, fast-moving, and genuinely excited about what we're building.

Role Summary

The Bilingual Client Experience Specialist is the voice of the FASTer Way brand for our English- and Spanish-speaking clients across phone, email, text, and other channels. You'll guide clients through their membership journey, resolve concerns before they become cancellations, and make every interaction feel personal and positive.

Your bilingual fluency isn't a nice-to-have here - it's core to the role. You'll be the primary point of contact for a fast-growing Spanish-speaking client community, bridging language and cultural nuance so every client feels understood and supported.

Key Responsibilities

Client Relationship Ownership

• Serve as the primary point of contact for FASTer Way clients, coaches, and community members across phone, email, text, and other platforms, responding to inquiries within two hours.
• Make every interaction in English or Spanish feel personal, warm, and on-brand.

Retention & De-escalation

• Proactively reach out to clients considering changes to their membership. Listen, empathize, and match them with the right solution to keep them engaged and successful.
• Handle difficult conversations with patience and professionalism, turning frustrated clients into loyal ones.

Growth & Engagement

• Engage in multi-platform outreach to support growth of new client and VIP programs.
• Track KPIs, analyze cancellation trends, and surface actionable insights that help the team improve retention strategies.

Collaboration & Documentation

• Work closely with programming, production, marketing, and sales teams to align client experience efforts with broader brand initiatives.
• Log client feedback, technical issues, compliments, and complaints accurately in our CRM systems.
• Help monitor industry trends and emerging CRM technologies and bring ideas to the table.

Person Specification

Essential

• Bilingual fluency in English and Spanish, both written and spoken, is a firm requirement for this role.
• 2+ years of experience in a client experience, customer success, or similar client-facing role.
• A retention-first mindset, you understand the value of every client relationship and approach every conversation with that lens.
• Excellent communication skills, you write clearly, speak confidently, and know how to read the room.
• Strong organizational habits, you can manage multiple conversations and tasks simultaneously without dropping the ball.
• A team-first attitude, you collaborate well, communicate openly, and bring positive energy to the people around you.

Desirable

• Comfort with CRM platforms, experience with tools like HubSpot, Salesforce, Zendesk, Salesmsg, AirCall, SamCart, or similar is a plus.
• Proficiency in Google Workspace and Slack.
• A bachelor's degree in marketing, communications, business, or a related field is preferred but not required, we care more about what you can do than where you studied.

Measures of Success

• Client response time consistently within the 2-hour SLA across phone, email, and text.
• Measurable improvement in save/retention rate for at-risk memberships you engage with.
• Accurate, complete CRM documentation of client interactions, feedback, and issue trends.

Why FASTer Way?

You'll be part of a mission-driven team that moves fast, supports each other, and is genuinely excited about what we're building. If you want a role where you can grow, make an impact, and be part of something bigger than a support queue, this is it.

Equal Opportunity Statement

FASTer Way to Fat Loss (a subsidiary of Tress Marketing Solutions, LLC) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, veteran status, or medical condition.

This job description is intended to outline the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills. FASTer Way reserves the right to modify this job description at any time.