Job Summary

Do you love helping people and seeing them succeed? Do you hate working in a call center and would rather support people via live chat and email? Are you looking for a career path, not just a new job? We’re looking for a rock star Customer Service Specialist to assist our amazing online community (in a positive environment where your opinion is valued)! In this role, you will have creativity, happiness, and growth - not repetition, monotony, or back to back calls. This is not a typical customer service role, you’ll spend most of your time providing guidance and advice, not deescalating unsolvable problems.

Results (Expected Accomplishments)

• Provide top-notch customer service for our subscribers and students

• Manage email, live chat, and social media support channels

• Help decrease customer service tickets

• Help increase customer service satisfaction

• Help decrease refund rates

• Help increase retention and reduce churn

• Help exceed customer service success KPI’s

Responsibilities (Tasks Associated with the Role)

• Reply to email and live chat messages in Helpscout

• Assist Customer Service Manager

• Assist in the maintenance and optimization of our self-service help center with up-to-date answers to commonly asked questions

• Assist in the implementation of customer service guidelines and policies

• Assist in the creation of solutions and implementation of new ideas for issues and broken processes based on customer feedback

• Stay up-to-date with changes in our internal processes, sales funnels, marketing copy, and other company news to anticipate problems and keep support on brand.

• Help identify and track relevant metrics related to quality control, customer satisfaction, refunds, and more

• Report any change in student sentiment, content suggestions, or customer feedback to the proper team member

• Issue refunds, update member accounts and handle all payment and login account issues that a member may experience while using our digital products

• Assist in the conducting of routine audits to ensure that only paying students have access to our programs and groups

Requirements (Expected Proficiencies)

• You have experience being on a Customer Service Team

• You are looking for a career path, not just a new job

• You prefer email and chat over phone calls for customer communication

• You have experience being on a remote team in a startup or tech environment

• You have experience supporting online courses, coaching programs, or products

• You love people and truly care about their success

• You are extremely organized, delight in the details, and you don’t let little things slip through the cracks

• You’re extremely tech savvy

• You’re an effective communicator, especially in writing

• Your grammar and writing skills are top-notch

• You make it your mission to find ways to make other people happy

• You are comfortable working in a fast-paced and high-intensity environment

• Your personal and professional relationships are incredibly important to you and you find great value in staying connected

• You’re familiar with social media marketing and Facebook Group Management

• You are familiar with Kajabi, Samcart, Active Campaign, Asana, Process St., Helpscout, AgoraPulse, and many other tech tools

• You’re creative, design-focused, and stay on-brand

• You would never utter the words “That’s not my job” – instead you always jump in to help, no matter what

• You welcome the opportunity to work on your own, but can easily switch gears to work inside a team

• You love any and all opportunities to over-deliver on your commitments

• Your past employers would call you a natural go-getter. If you can do better work, you will always rise to the challenge

• You are inherently compassionate and believe that most people are doing the very best they can

• You jump at the chance to grow, both professionally and personally

This job description is not all-inclusive and certain activities, duties or responsibilities may be required of the employee as needed.

Compensation:

$31,200 - $37,400 / Year

Community Influencer® Team Perks

Our small team is full of talented and motivated rock stars who love logging in for work. But these perks help a little too...

• 6 Weeks Paid Time Off

• 8 Paid, Company Observed US Holidays

• Never work on your birthday!!!

• Amazing Health Insurance

• Work From Wherever

• Alternate Work Schedule

• Pre-approved education allowance

• Performance Bonuses

• Team events at amazing locations

We will be considering candidates for this Contract to hire opportunity who live in the following states: Alabama, Arkansas, Florida, Georgia, Idaho, Indiana, Kansas, Kentucky, Mississippi, Missouri, New Mexico, North Dakota, Oklahoma, Pennsylvania, Tennessee, Texas, Utah, Vermont, Wyoming

If you want to step into a role with a ton of potential, like to dig in and get stuff done, and have an entrepreneurial spirit, this is the role for you! We're so excited for you and wish you the best of luck!