Customer Success & Survey Coordinator (Remote)

REQUIRED APPLICATION INSTRUCTIONS

To be considered for this position, you MUST submit:

-Your resume
-Internet speed test results
-A custom video created specifically for this application

Custom Video Requirements:

-Why you are a good fit for this role
-Your experience handling customer communications
-Your experience with chat support, SMS support, customer service, or social media messaging
-Your experience communicating with U.S.-based customers
-Your ability to manage multiple conversations simultaneously
-Why you are interested in a long-term position

Applications that do not include a custom video will not be reviewed.

We are seeking a highly responsive, detail-oriented Customer Success & Survey Coordinator to join our growing team.

This is a customer-facing role responsible for communicating with survey participants through SMS and Meta messaging platforms. You will guide participants through the survey process, answer questions, follow established communication templates, and ensure surveys are completed successfully.

This is a time-sensitive position. Incoming messages must be monitored closely and responded to promptly. Most messages should receive a response within 10 minutes during working hours.

We are looking for someone with exceptional written English, strong customer service skills, and the ability to communicate professionally and naturally with U.S.-based customers. This is a long-term opportunity for someone who wants to grow with the company.

Schedule: Monday-Friday, 8:00 AM - 4:00 PM Eastern Time (U.S.)

Compensation:

$4.00 USD per hour
Full-time (40 hours per week)
$50 USD ongoing performance bonuses
Paid bi-weekly via PayPal
10 days PTO annually
Paid U.S. and Philippine holidays

Responsibilities
-Monitor and respond to inbound SMS messages
-Communicate with survey participants throughout the completion process
-Use pre-written templates while adapting responses when necessary
-Respond naturally and professionally to customer questions
-Manage Facebook Messenger conversations
-Guide participants through survey completion requirements
-Follow up with incomplete surveys
-Track and update participant information in company systems
-Draft short survey content and responses (typically 1-3 sentences)
-Create original written content without using AI-generated responses
-Maintain accurate records and notes
-Communicate with management through Slack
-Follow company SOPs and documented processes

Requirements
-Excellent written English
-Strong grammar, spelling, and communication skills
-Ability to write naturally and professionally
-Strong customer service mindset
-Comfortable handling multiple conversations simultaneously
-Ability to respond quickly in a fast-paced environment
-Previous customer service, chat support, social media support, or customer success experience preferred
-Strong attention to detail
-Reliable computer or laptop
-Stable high-speed internet connection
-Ability to work independently
-Strong organizational skills
-Punctual and dependable

Important Performance Expectations

This is a response-time-sensitive role.

Applicants must be comfortable:

-Monitoring inbound messages continuously during working hours
-Responding to new messages quickly
-Maintaining average response times under 10 minutes whenever possible
-Managing multiple active conversations at once
-Following communication standards and company procedures

Tools Used:
-SMS communication platform
-Facebook Messenger
-Slack
-Airtable
-Internal SOPs and training materials
-Training

We provide:

-Detailed SOPs
-Step-by-step training videos
-Direct training from management
-Ongoing coaching and support
-Performance & Culture

We believe in taking care of our employees and creating a positive work environment. We also maintain high standards for communication, responsiveness, and performance.

Employee activity and performance may be monitored to ensure quality standards are met.

Tea ---------- mbers who consistently perform well will have opportunities for increased responsibility and growth as the company expands.

Punctuality, responsiveness, and communication are critical to success in this role.

Trial Period

All new hires will begin with a trial period to evaluate:

-Written communication skills
-Responsiveness
-Reliability
-Ability to follow instructions
-Attention to detail
-Overall performance