Freelance Customer Success Role at Bulk Mockup

## About Bulk Mockup

– Bulk Mockup is a photoshop plugin that helps print on demand sellers automate their mockup creation process and help them save significant time.
– As a dedicated solopreneur, I collaborate with a talented team of freelancers and consultants to drive our vision forward.
– Our mission is to revolutionize the print-on-demand industry by bringing advanced automation to every seller, significantly boosting their productivity

## **The role: Customer Success**

– We’re looking for a part-time customer success agent who is:
– Pro-active
– Focused
– Detail-orientated

## Reporting line

– You will report to me, i.e. Vikash the creator of Bulk Mockup.

# Tasks

This is a summary of the key tasks in this role

## Resolve Customer issues

– Identify customer Issues with their workflow.
– Resolve them via email response or pointing to help document link/ youtube link.
– Follow up on pending support tickets.
– Explain issue and resolution via screencast videos.
– Answer pre-sale questions.
– Get on a call with customers and help them resolve issues.
– Send out email for support on early cancellation ? before 7 day cancellation.
– Reset licence keys.
– Forward refund queries to me.

## Photoshop Tasks

– Help customer fix mockup templates.
– Generate mockups for “Mockup Generation service orders”.
– Create photoshop mockup templates for “Mockup Creation service orders”.

## Misc Task & Responsibilities

– Identify good youtube and blog content from the support logs and forward it to the content team
– Look out for repeated queries and create help document for those.
– Collect customer reviews from the happy customer.

## Report and document

– Send weekly reports on tickets created & their status.
– Also include:
– New content ideas for our content team.
– Help Document changes to our helpdesk.

# Goals

– To provide incredible **customer support experience** to our customers and resolve customer issues within 12-24 hours.

# Hours

– This role would suit someone who has other commitments
– 2-3 hours a day is currently required
– 10 hours a week minimum, but can scale to more if results are good

# **Required Skills**

– Perfect written & verbal English
– Has a knack of Adobe Photoshop.
– Understand the print on demand market.
– Has some experience with etsy marketplace.

# You’re awesome if…

– You have ever operated etsy store.
– You are familiar with Mockup Templates and Smart objects.
– You have used Bulk Mockup to create Mockups.
– You are not camera shy and love helping other people over video calls.

# **How to apply**

– Submit your application along with a short video (max 3 minutes) that answers the following:
– Why do you want this role and?
– Why would you be great at the role?

## In your application, please also state:

– Your current timezone
– Your current availability in terms of number of hours per day
– Whether you’d be available to work on weekends

# Important

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.