Job Summary
Customer Support Specialist
Role (Overview of the Position)
Do you love helping people? We're looking for a rockstar Customer Service Specialist to assist our Support Team! The goal of this role is to provide technical support for our team and customer support for our community so both can thrive.
Results (Expected Accomplishments)
Provide customer support for our subscribers, students, and members
Decrease customer support tickets
Increase customer support satisfaction
Support students in accessing our Facebook Groups
Providing outstanding customer support via live chat
Assist in providing internal technical support for our team
Assist in the integration of tools and systems to automate our internal processes
Assist in the auditing, optimizing, and maintaining of our internal tech stack
Help crush our Support KPI's
Responsibilities (Tasks Associated with the Role)
Assist Support Manager
Reply to email and live chat messages in Helpscout
Reply to social media, ad, and direct messages in AgoraPulse
Assist in the Enrichment and maintenance 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.
Identify and track relevant metrics related to service level, customer satisfaction, refunds, and more.
Report any change in 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
Learn our tech tools, research new tech tools, and suggest better tech tools as they come on the market
Requirements (Expected Proficiencies)
You're extremely tech savvy
You have a mind for integration and automation of digital tools
You have experience in customer support
You're an effective communicator, especially in writing
Your grammar and writing skills are top-notch
You have experience supporting online courses, coaching programs, or products
You're familiar with social media marketing and Facebook Group Management
You have experience leading remote teams in a startup or tech environment
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 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 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.
Rates (Paid Based On Experience)
$20 an hour
Community Influencer Team Perks
Our small team is full of talented and motivated rockstars who love logging in for work. But these perks help a little too...
Work from wherever
Never work on your birthday again!
Love your Teammates!
No corporate culture (Aarin left that behind years ago)!
Access to resources, books, and trainings to propel your growth
Have a question? Emergency? Bad day? We're here to support you however we can!
How To Apply
If you'd like to be considered for this role, please click the Apply button to complete this application!
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!
