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À propos
Mission of the Role
This role is the front line of our company. You are the calm, clear voice our members rely on when they need help, especially during high-energy virtual and live webinar events. You protect the customer experience, ensure seamless access, and help maintain a professional, encouraging community improving retention.
If you thrive in high-energy, team-structured systems, communicate clearly under pressure, and take ownership without being micromanaged, this role is for you.
What You'll Own
Tech & Access Resolution
Resolve login, password, and product access issues (ClickFunnels, Skool, etc.)
Troubleshoot enrollment and billing-related access concerns (Cancellations, refunds, credit card updates, etc)
Coordinate daily with Billing specialist to ensure escalations are accurately completed
Product & Policy Support
Answer product-related questions in alignment with company SOPs
Direct customers to Members Advisors when appropriate
Escalate sensitive or service-impacting issues to the corresponding teams
Live Webinar Support
Provide real-time support during live webinars and events
Assist with enrollment and access issues during launch periods
Stay calm and solution-focused during high-volume events
Follow-Through & Documentation
Ensure tickets are resolved fully, no loose ends
Follow up with customers proactively when needed (as per SOPs)
What Success Looks Like
Within 30–90 days, you will:
Confidently handle the majority of support tickets independently
Maintain a professional, empathetic tone in all communication
Support live webinars during your shift without supervision
Identify emerging problems and suggest improvements
We value clarity over speed, ownership over excuses, and professionalism at all times.
Requirements
2+ years of customer service experience
Strong written communication skills
Ability to stay calm under pressure
Comfortable working morning schedule, Saturdays, and Sundays when needed (EST timezone)
Experience with ClickFunnels, Slack, Google Workspace, and Hubspot (preferred)
High accountability and follow-through
Who This Role Is Ideal For:
Someone who thrives in structured environments
Someone who understands that believing in the company's mission is important
A problem-solver who does not disappear when things get busy
A team player who communicates proactively
Someone who enjoys helping members succeed
How to Apply
Please answer the application questions provided.
To confirm you've read this description carefully, begin your application with the word: Clarity
Note: This job description is not all-inclusive, and certain activities, duties, or responsibilities may be required of the contractor as needed.
We look forward to hearing from you.
Contract duration of more than 6 months. with 30 hours per week.
Mandatory skills: Customer Satisfaction, Multitasking, Communication Etiquette, Following Procedures, Ticketing System, Interpersonal Skills, Answered Ticket, Time Management, Customer Service, Customer Support, Administrative Support, Phone Support, Email Communication, Slack, Online Chat Support, Customer Acquisition, Education, English, Email Support, KPI Metric Development, ClickFunnels, Product Knowledge, HubSpot
Compétences linguistiques
- English
Avis aux utilisateurs
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