Position Overview
Your primary goal is to support and encourage our customers. We want to provide an amazing experience for each person we interact with. First and foremost, our goal is to serve - we want people to succeed. Secondly, delivering a high level of service will help create life-long customers and raving fans.
Goals
- Increased customer retention
- Increased customer satisfaction
- More effective analysis of customer journey, feedback, satisfaction, and dissatisfaction.
Responsibilities
- Respond to customer emails within 24 hrs. Give thorough, thoughtful responses
- Answer questions on our course pages
- Engage with customers within our Inner Circle and Video Ranking Academy groups. Answer whatever questions you are able, promote events, and keep customers updated about opportunities.
- Update our reporting documents to reflect frequently asked questions, sticking points in the customer journey, and frequent processes
- Think critically about ways to improve the customer experience and work to make those changes
- Manage basic administrative tasks
- Meet regularly with the customer service team
Expected Outputs
- Weekly or bi-weekly meetings with the team
- Increased customer retention
- Weekly updated reports on previously mentioned topics
- Email inbox cleared out daily with a response rate of under 24 hrs
- Every post within our Video Ranking Academy and Inner Circle groups responded to
- Improved processes
Skill Set
We primarily look for people to join our team who are like-minded, hard-working, self-motivated, driven, aiming to help people, and eager to learn and improve.
We believe that while skills can be taught, but these characteristics are harder to train.
We would like for you to have:
- A desire to help people
- Genuine care for everyone you interact with, despite how they treat you
- Understanding of the products we offer
- Ability to learn quickly
- Clear and concise communication
- A desire to further the mission of Think Media
Position Details
- Remote-based. You can work from anywhere, but we do prefer someone in a timezone within three hours of Pacific Time.
- This position takes 20-30 hours a week.
- Depending on the person selected, you will be an employee or a contractor.
Perks of Working at Think Media
We care about your education, personal development, and career advancement. Our goal is to create an environment where you are not only able to thrive in your role, but where you are able to explore new ideas, suggest improvements, expand your own responsibilities, and get creative with every aspect of your job.
As a member of the team you'll get:
- Access to our large library of courses: or own and those we've purchased from other amazing creators
- Opportunities to go to conferences or take courses that will expand your specific skill set
- A team environment that is supportive, encouraging, uplifting, and fun
- Your birthday off. No questions asked :)
- Your own personalized emoji in our slack channel