Customer Success Representative

About Us:
At Foundr, we ignite the entrepreneurial spirit by empowering self-made entrepreneurs to learn, grow, and succeed. As an independent digital business, we fuse traditional media’s power with a start-up’s authenticity. Our platform offers magazines, podcasts, blogs, and online courses, featuring insights from successful entrepreneurs like Richard Branson, Arianna Huffington, Mark Cuban, and Jack Dorsey.

Reaching millions of people worldwide, we inspire and equip aspiring entrepreneurs to challenge the status quo and build thriving businesses. With a passionate team and a commitment to transforming the entrepreneurial landscape, we take pride in being a go-to resource for the next generation of self-made success stories.

Our Core Values:
At Foundr, we are passionate about empowering self-made entrepreneurs to learn, grow, and succeed. Our core values reflect our commitment to creating a culture of curiosity, unity, and transformation.

We believe in being:

CURIOUS: We seek to understand.

UNITED: We regularly stay connected & build meaningful relationships.

TRANSFORMATIONAL: We consistently create & deliver cool transformational stuff that we are proud of.

These values are at the heart of everything we do at Foundr, and we’re looking for team members who share our passion for being curious, united, and transformational.

About You:
As a Customer Success Representative, you will provide our community (existing and potential customers) with an excellent customer experience across every channel at all parts of their journey with us.

You will work closely with our Customer Success and Sales teams to ensure that all customer inquiries are responded to timely, accurately, and professionally.

About the Role:
As Customer Success Representative, you will:
• Primarily handle failed payment collection via email and outbound phone calls.
• Resolve customer complaints following standard processes and coordinate with other teams or departments to support complex issues when necessary.
• Manage refund requests & promote customer retention.
• Assist in securing sales from the daily inquiries & re-engage potential leads.
• Respond to incoming customer inquiries promptly, positively, and professionally via email & chat when needed.
• Maintain excellent Customer Satisfaction rating.
• Familiarize with Foundr products to provide holistic customer support and excellent customer service experience.
• Monitor trends across all customer support activities, identify and report issues, provide feedback, and offer suggestions to the department for any potential process improvement.

Skills Requirements:
• Possess strong teamwork values and a willingness to support other team members
• Interest in entrepreneurship, learning, and desire to work with the best
• Experience using CRM tools such as Freshdesk, Freshcaller, Freshchat, or equivalent is a plus but not required
• Familiar with G-suite: Google Docs, G-mail, etc.
• Friendly, positive “can do” attitude
• Attention to detail
• Excellent written & verbal communication skills
• Strong time-management and multi-tasking skills
• Proactiveness in finding solutions before asking for one
• Critical thinking & can think outside the box
• Strong interpersonal skills

Essential experience required:
• Experience in community management
• Experience in Debt/Payments Collections role is a plus
• Proven experience in a similar Customer Support role
• Experience using CRM tools such as Freshdesk, Freshcaller, Freshchat, or equivalent
is a plus but not required

Desirable experience:
• Experience in sales
• Experience in customer service (voice/outgoing calls)
• Experience in collections

Benefits:
1. Make a positive impact and build a legacy with your work.
Imagine telling people your work makes a difference and is helping create and support the next generation of entrepreneurs. Do meaningful work that truly matters and makes a difference.

2. Work hard and celebrate wins.
We have a yearly company retreat at an exotic location worldwide, work-sponsored lunches, Friday night tiki bar hangs, and regular team events to celebrate the wins.

3. Unique growth opportunities
At Foundr, you will learn from the most successful entrepreneurs of our time, have the opportunity to take advantage of generous training budgets, and be at the forefront of cutting-edge digital marketing strategies and technology with big budgets.

4. No red tape or corporate BS
We remain a founder lead company and despise corporate politics, bureaucracy, egos, and stifling creativity. The best idea always wins and works hard to create an environment where accountability and ownership thrive.