CUSTOMER ENGAGEMENT COORDINATOR

Company: Trauma Healing Accelerated
Role: Customer Engagement Coordinator
Target start date: ASAP
Duration: 30 Day Contract with the option to extend to a permanent role
Hours: 40-45 hours per week
Location (onsite/offsite): Fully Remote
Compensation: to be discussed/based on experience and education

Why Join Trauma Healing Accelerated?

Have A Global Impact: Trauma Healing Accelerated, led by Dr. Aimie Apigian, founder of The Biology of Trauma® lens, is an LLC dedicated to model a holistic and integrative approach for addressing stored trauma in the body. We offer online courses for individuals and a training program for practitioners around the world. We provide education through our email subscribers, and platforms like social media, youtube and a podcast. We are a leader in the health and trauma space by bridging the worlds of trauma and functional medicine and contributing to research. Your contribution would help empower individuals all over the world on their trauma healing journey.

Our Mission:. By addressing the Biology of Trauma®, not just one psychology and emotions, we believe that people can accelerate their trauma healing journey, whether from a chronic health issue, anxiety or relationship challenges. The Biology of Trauma® has been the missing piece for our current medical and mental health models and our mission is to bring the Biology of Trauma® model to all medical and mental health educational systems around the world by the year 2041, becoming the leader in bridging the worlds of trauma and functional medicine.

Our Values: THA’s fundamental principles center around our commitment to excellence. We bring our best and we do our best. We do that through preparation, integrity, taking personal responsibility and learning effective communication. All this is through a continual process of tracking processes and outcomes and learning lessons to do better.

Uplevel Yourself: Be prepared to learn how to perform at the top of your game and above industry standards. Expect to learn by asking questions of how you could do this better and more efficiently, analyzing your results and numbers and doing your part to contribute to the excellence of a dynamic team.

Team Collaboration: Be a part of a team that values supporting each other and giving before receiving, going the extra mile for each other because we know that is what they would do for us. Our goal is to go far, go fast (though not rushed) and have fun doing it.

Job Summary:
The Customer Engagement Coordinator/Internship will optimize our customer service, build engagement in our 2 existing online communities, and create and implement the strategies to reach our 2024 goals for our social media platforms (Facebook, Instagram, LinkedIn and Youtube).
Qualifications

The strongest qualities this person will have is the ability to deeply understand customer service, engagement and experience on all levels of the customer journey.

Secondly, they will have the ability to create and implement the strategies to accomplish the goals for online customer service, customer communication through email and text, online community engagement and social media engagement.
With a desire to uplevel their marketing knowledge and skills, this candidate will have a (good) obsession for understanding and optimizing the customer experience in the areas of customer service, online private community and public social media platforms. They will actively seek out industry standards and current best practices in an ever changing market.

Key Responsibilities with specific skills:
Customer Service
General customer inbox
Health coaching inbox
Website customer service (through AI bot)

This team member will be responsible for developing and implementing the strategy to improve on the efficiency and quality of our customer service. They will come to the table having researched ideas and with a plan to implement innovative tools including AI. Within 3 months, they will have a smooth customer service department that provides customers answers to their questions 24/7 through our website, keeps inbox emails to zero daily and requires no more than 2-3 hours per day of a team member dedicated to inboxes and customer service. They will create a system that generates a customer service rating of >4.5/5. They will coordinate with cross-functional teams to align on customer service strategies, marketing campaigns, and product updates.

Online Community Engagement (Mighty Networks Platform)
Intentional Community for Support
Professionals Network
This individual will boost engagement on our Mighty Networks Platform across both the Intentional Community Support and Professionals Network through the implementation of strategic initiatives tailored to each group’s unique needs. The candidate will research these platforms and create customer personas to generate the strategy and increase membership across both platforms >500 members within the first 90 days.

Social Media
Facebook
Instagram
LinkedIn
Youtube

The candidate will also analyze and research existing social media engagement strategies to find opportunities for increasing current interaction and following, reengagement, and improved community satisfaction. They will be able to create content almost immediately that is aligned with what our audience wants to see.

This individual will work towards creating a positive and supportive environment for our online communities, as well as ad hoc communities and groups. Within the first three months, they will create a smooth process for scheduling consistent content 2 times daily and responding to comments in the first 15, 30, and 60 minutes of each post. The ideal candidate will be able to create engaging enough material that will funnel prospective clients onto our email list while also helping us reach the below goals:

2024 Goals:
Grow Instagram >100k
Facebook >100k
Youtube >75k
LinkedIn >50k connections

To Apply:
Complete the application form: Click to view/D3dEVHeo61Bk6ppk7

At the end of the application above are the specific instructions to do next. Please note that the application process itself is part of the test. Qualified candidates will be invited to proceed to the next level of the application process.