Customer Support & Marketing Assistant

Location:
This is an online, remote position. Preference will be given to those within the Eastern time zone, but this position is open to all.

Starts:
February 2023

Overview of Position:
As the Customer Support & Marketing Assistant for an online education company for business owners, you’ll be executing tasks related to customer service, file management, program management, student happiness and engagement, marketing tasks related to the company website, blog, and social media channels, and general administration that helps the programs within the business run smoothly and efficiently.

Your role helps to ensure that the programs offered within the business are organized with systems and processes so that the business can continue to grow in a sustainable manner.

Your role also helps the ensure the overall success of all our customers and students.

Responsibilities:
– Manage company inboxes via email and social media, as well as live chats, and ensure that all inquiries are responded to within 24 hours (between Monday and Friday) and resolved in a timely manner
– Provide excellent customer service to all clients, students and members of our community through various mediums (email, Facebook, live chat, etc.)
– Assign and manage CEO to execute on any task that only she can do to help support the customers and clients
– Run any “Customer Happiness” initiatives inside the internal programs, ensuring the success of our customers as much as possible
– Manage company billing including following up on late payments, processing refunds, managing course enrollments and tracking affiliate payouts
– Maintain course testimonial database including processing, editing and filing client and student testimonials
– Assist in the publishing of blog posts in the backend of the company’s WordPress website
– Assist in publishing tasks related to the company’s membership product
– Assist in marketing tasks related to YouTube video research and promotion
– Assist in marketing tasks related to updating sales pages and funnel pages in the company’s funnel software
– Execute data entry and database projects as needed
– Track important company metrics weekly and monthly, and prepare reports when needed
– Keep company files, systems and processes organized and up to date
– Follow the company’s Standard Operating Procedures and keep them updated as our systems and processes evolve

Results (expected accomplishments):
– Respond to all emails and business inquiries within 16 hours on average using the company’s email support tool
– Receive a customer happiness rating of at least 80% month
– Ensure clients, customers and community members have an ongoing positive experience with the company
– Understand all programs and courses to be able to serve customers and clients at the highest level
– Extremely high attention to detail when it comes to data entry, technical operations, and copywriting – to ensure the brand’s positioning stays consistent and high value
– Keep course testimonial database and revenue tracker spreadsheet up to date, highly organized, and with a system in place to flag new wins to CEO
– Submit a weekly report to the team to reflect on the week, sharing any important metrics

Requirements (expected proficiencies):
– Have previous, proven writing experience in English (an educational background in journalism or writing is preferred)
– Have previous admin or customer support experience
– Have some training or background with online marketing skills (not a must; we will train the right person)
– Strong familiarity with social media, specifically Instagram, TikTok and YouTube, and ideally – you love all platforms (not just tolerate them)
– Strong communication skills (written and verbal) where brevity is key, a positive outlook and communication style is a default, and assumptions are not made
– Highly detailed and organized with problem-solving skills to the max
– Follows company protocol and retains a high level of of discretion and confidentiality when it comes to company information
– Takes direction and constructive feedback well; can implement the feedback quickly and without reminders
– Ability to work efficiently, independently and as part of a growing team
– Not looking to be the star of the show; you’re more comfortable in a supportive and background role
– Independent self-starter who doesn’t wait for direction but can see the big picture and what needs to be done in order of priority
– Tech savvy. You aren’t intimidated by new tech programs and have some experience with using online tools like WordPress, Facebook groups, Meta Business Suite, Help Scout, Asana, Slack, Instagram, Google Docs (Slides, Sheets + Forms), Google Drive, and Zoom.
– Loyal, hard working and not flustered when priorities quickly change
– Available to attend online daily, weekly or monthly team meetings
– Available to work Monday through Friday, between the hours of 9am and 5pm EDT

Please apply for this role if:
– You’re someone who shows up, does the work, delivers when they say they are going to deliver, and has a positive and collaborative attitude by default
– You’re looking for stability and to join an established team for the longterm
– You’re looking for a behind-the-scenes role
– You’re steady, loyal, and value routine
– You’re the type to master one skill or system before wanting to take on or learn more
– Your current schedule has room and availability for a role that requires 4 hours a day, Monday through Friday, without overwhelm or the need to juggle many balls in order for the role to fit into your life

Please do NOT apply if:
– You run a business in a the Instagram or social media marketing space, OR you work with a client in the Instagram or social media marketing space that could be a conflict of interest
– You are not comfortable with rapid change or the online business environment
– You do not have prior experience in admin tasks or working with any online tools
– You don’t naturally take a few moments to ensure that all i’s are dotted and t’s are crossed (i.e. pay attention to detail and go that extra step)

Applicants would ideally have prior experience with WordPress, Facebook groups, Meta Business Suite, Help Scout, Asana, Slack, Instagram, Google Docs (Slides, Sheets + Forms), Google Drive, and Zoom.

Additional experience in, but not required: ClickFunnels, FG Funnels, ConvertKit and Canva.