Hello! Please only apply if you have at least 3+ years of customer service experience.
About Us:
Tracy Harris Co is home to the Social Method Society, our online marketing academy (membership), the Inner Circle Mastermind and of course the Mums with Hustle Podcast.
We are passionate about teaching mums how to start, grow and scale their businesses authentically using specific marketing methods and a proven system. We are an exciting small business, and we are growing fast!!!
We are looking for an exceptional customer support superstar to join our team in this critical role.
About the Role:
Working as part of our small, dynamic and customer focused team, this role is responsible for ensuring an exceptional customer experience at every stage of their journey.
You will be managing the Facebook community and working to increase engagement, retention, and growth in the membership, providing customer support via email, chat, messenger, phone and web enquiry simultaneously. In addition, you will be responsible for documenting, refining and continuously improving the customer support processes.
This role will see you supporting entrepreneurs who are taking big risks, so you’ll need to be patient, compassionate and show kindness first, always (even when you’ve heard the same question 10 times in 1 day!).
This role is available on a Permanent basis, approximately 30+ hours per week.
Here’s what a typical week in this role looks like:
– Managing and triaging the company inbox daily to make sure the team (or you) reply to all emails within 24 hours and nothing goes missed;
– Juggling inbound customer queries and questions via live chat, email, website enquiry forms and our Facebook Group;
– Ensuring customers see the value in maintaining and renewing their membership by handling sales calls, objections and queries;
– Assist in membership growth by ensuring potential new customers are supported in making their purchasing decisions;
– Getting back to customers with the information you’d promised;
– Engaging inside the community Facebook Groups, providing resources and support and helping members get unstuck;
– Admit / cross check Facebook Group join requests
– Help students/members with Kajabi details (change of email, cancelling account, custom invoice requests, etc);
– Collect case studies and testimonials – consistently documenting and promoting specific wins our members are having;
– Managing and processing membership cancellations with empathy.
About You:
We are looking for someone who has a proven track record in a customer success/ customer support role, ideally within an online business / membership environment. You will be comfortable having sales based conversations with customers to ensure they see value in maintaining and renewing their membership, and to ensure new members have the information they need to make their purchasing decisions.
It goes without saying that you must possess exceptional communication and interpersonal skills, and have a passion for serving and supporting others, and seeing them make progress and achieve goals.
In addition, you are flexible, positive, solutions focused and stay positive always. Your creative problem solving skills and pro active decision making will be essential, as will your love for multitasking and juggling multiple tasks and projects simultaneously.
Importantly, you must be tech savvy! Some of the tools we use include Quip, Kajabi, Slack, Voxer, Zoom, Canva, Missive, Help Scout, Keynote, WordPress, Calendly, G Suite, Loom, plus the traditional things like phone and email, Facebook and Instagram.
This job us in Australian time (Sydney).
A good internet connection is required.
A Computer or Laptop is needed (tablets, phones, and other devices are not sufficient).
How to apply:
You must
Self awareness, personal development and interpersonal skills are highly valued at Tracy Harris Co. Therefore we ask that you complete a couple of personality assessments as part of the application process and include screenshots of your results in your cover letter. Any applicants that do not include this phrase will not be considered.
Step 1. Take the Enneagram Personality Assessment (note: we cannot see your responses so be 100% YOU. Answer this assessment with your true self in mind (not who you think you should be or what you think we want you to be). Go to to complete this assessment
Step 2. Complete the Myers Briggs Personality Assessment. Answer these questions based on who you naturally are. A great tip is to recall how you were as a child, not necessarily who you have grown into being. This assessment is about your true instinctive nature. Go to /cgi-win/ .
Step 3. Attach your test results (screenshot or general results) as well as your resume and cover letter.
**IMPORTANT NOTE** You must add the work #superstar to the application subject or you will not be considered
APPLY FOR THIS JOB:
Company: Tracy Harris Company
Name: Karl Harris
Email: