Job Summary
Do you love helping people? We're looking for a rock star Manager to lead our
Customer Service Team! The goal of this role is to provide top-notch customer
support for our community so they can enroll and thrive in our online learning
programs.
Results (Expected Accomplishments)
* Oversee the Customer Service Team
* Oversee email, live chat, and social media support channels
* Optimize saved replies
* Increase customer service satisfaction
* Increase revenue
* Increase customer retention and resale
* Increase brand loyalty and advocacy
* Decrease refund rates and credit card declines
* Decrease customer service tickets
* Exceed customer service success KPI's
Responsibilities (Tasks associated with the Role)
* Capture, analyze, and optimize KPI data daily
* Oversee Customer Service Specialists and Coordinator
* Monitor and optimize the quality control of customer service tickets
* Oversee email replies and live chat messages in Helpscout
* Oversee replies to social media, ads, and direct messages in AgoraPulse
* Oversee replies to students in our paid Facebook Groups
* Optimize and maintain our self-service help center with up-to-date answers to
commonly asked questions
* Develop and implement customer service guidelines and policies
* Create solutions and new ideas for issues and broken processes based on
customer feedback
* Stay up-to-date with changes in our processes, sales funnels, marketing copy,
and other company news to anticipate problems and keep support on brand
* Identify and track relevant metrics related to quality control, customer
satisfaction, refunds, failed payments, and more
* Report any change in community sentiment, content suggestions, or customer
feedback to the proper team member
* Oversee refund requests, updates to member accounts, and payment failures
when the Customer Service Team encounters them
* Develop and oversee routine audits to ensure that only paying students have
access to our programs and paid Facebook Groups
Requirements (Expected Proficiencies)
* You have experience running a Customer Service Team
* You have experience leading remote teams in a startup or tech environment
* You have experience supporting online courses, coaching programs, or products
* You love analyzing numbers
* 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 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 extremely tech-savvy
* You're an effective communicator, especially in writing
* Your grammar and writing skills are top-notch
* 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
$62,400/year Full-time
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!
