Client Experience Associate

Compensation: Competitive Base + Bonus

Industry: Financial Services

About mysherpas

mysherpas is transforming the lending technology landscape. Our patented, cloud-based platform simplifies business lending workflows, solving a 40‑year problem for banks and credit unions. As an early-stage fintech, we offer rapid career growth, meaningful ownership, and the chance to be part of a category‑defining company.

The Role

We’re seeking a Client Experience Associate to support our growing client base and ensure every institution receives exceptional onboarding, training, and long-term partnership. You’ll work directly with operations teams, loan officers, and executives at banks and credit unions to guide them through setup, resolve issues, and reinforce adoption of the mysherpas platform.

This role blends client relations, platform training, workflow troubleshooting, and structured post-go‑live engagement. You’ll be the primary point of contact for clients, helping them succeed from day one and beyond.

Hours: This role is remote within the UK and supports clients across the United States, primarily in the Mountain time zone. We expect a working day of approximately 2:00pm–10:00pm UK time (subject to change as a result of Daylight Savings), giving a full overlap with our clients' morning and early afternoon. Client training sessions and check-ins are scheduled within that window.

• Client-facing role focused on onboarding, support, and relationship management
• Structured training delivery and workflow guidance
• High-impact role supporting institutions adopting modern lending technology
• Join a supportive, high-performing team committed to client success
• Fast-paced, rewarding environment where your work directly shapes client outcomes

Who We’re Looking For

• Experience in client success, client support, onboarding, or operations (SaaS preferred)
• Strong written communication and comfort managing email-based support
• Confident delivering training sessions and guiding clients through workflows
• Professional, empathetic, and solutions-oriented communication style
• Highly organized with the ability to manage multiple clients and priorities
• Humble, hungry, and motivated to grow within a fintech environment

Key Responsibilities

• Client Discovery & Issue Triage - Lead early conversations to understand client needs, identify workflow challenges, and provide clear, accurate resolutions.

• Platform Training & Go‑Live Preparation - Deliver structured training sessions that prepare clients to use mysherpas confidently. Guide them through setup, configuration, and best‑practice usage.

• Post–Go‑Live Support & Ongoing Meetings - Lead regular check-ins following our standard cadence, review performance, reinforce adoption, and identify workflow improvements.

• Cross-Functional Collaboration - Work closely with product, operations, and support teams to escalate issues, share feedback, and improve the client experience.

What Success Looks Like

• High-quality client communication and timely issue resolution
• Smooth, confident client go‑lives with strong platform adoption
• Consistent delivery of structured training and follow-up meetings
• Trusted partner status with clients based on clarity, reliability, and insight
• Strong retention and satisfaction across assigned accounts

Reporting

This role reports directly to the Director of Client Experience.

Why Join mysherpas?

• Be part of a category-defining fintech on the ground floor
• Work directly with financial institutions to shape the future of lending
• Support clients through meaningful workflow transformation
• Join a highly supportive, top-performing client experience team
• Clear growth path into senior client experience, onboarding, or operations roles

For your application to be considered message or email us this posting with the words "I want to be a sherpa". Please also include your name as it will appear on your application.