Rockstar Customer Support Specialist For Online Fitness Company

Hey there :-)

We are Team Exceed! Where action takers and changemakers feel right at home…

If you are a total people person and you love working with a team that’s making a difference in the world, this might just be the opportunity you’ve been looking for.

Want to learn a little bit more about us and this role? Keep reading!

POSITION OVERVIEW
This position’s primary focus is to provide an excellent experience for our tribe. The goal of this position it to take ownership of customer (and prospective customer) issues and follow problems through to resolution with the intention of increasing conversions, satisfaction, loyalty, and retention.

The Support Specialist position is an advocate on behalf of our company to our members by representing the business on a very personal level. The position is also an advocate on behalf of our customers, monitoring conversations and providing feedback to our company.

The position requires you to work a 40 hour week, between the hours of 9am-5pm CEST, Monday-Friday, but are somewhat flexible as this position is more about accomplishing certain tasks and projects with a high level of responsiveness.

Perks & Benefits:

Location: Work from home or remote. Or both!
Salary: Competitive base salary, with annual performance-based rises
Vacation Policy: Our only policy is that you go travel regularly and we provide ample company paid holidays
Learning & Development Stipend: To encourage our teammates to keep growing, we offer a stipend for continued learning (books & courses)
Team Remote Working: Travel together as a team. This year our team worked and surfed for a week in beautiful Bali.
Culture: Forget the traditional corporate culture! At Team Exceed we do things differently and want a friend as well as an employee. :-)

DUTIES & RESPONSIBILITIES
Our Customer Support Specialist will primarily be responsible for:
• Monitor submissions via our support portal to promptly assist, solve, or support members through a question or problem (We use Intercom as our support portal)
• Also, monitor and support communication via Direct Messages on Facebook and Instagram
• Serve as the customer’s cheerleader and share customer “wins” with the team
• Develop our “saved reply” intercom section
• Stay up-to-date on our current marketing practices, podcast episodes and all product and services
• Stay up-to-date with digital technology trends
• Gathering testimonials and feedback submitted to the support portal
• Developing and enforcing customer service guidelines and policies throughout the team
• Creating solutions and new ideas for issues and broken processes based on customer feedback
• Ability to identify and track relevant metrics related to payments, refunds, retention, and more
• Managing our central messaging system, Intercom
• Supporting Ru & Alex in responding to comments/messages in on Facebook, Instagram and private messages
• Reporting any change in sentiment, content suggestion, or customer feedback to the proper team member.

DAILY TASKS
• Intercom inbox messages (sort and organise)
• Respond to inbox messages where you can
• Process & record new sales/members
• Process cancelled members (follow SOPS below)
• Monitor failed payments
• Moderate Facebook group (comments & members)
• Moderate Facebook messenger, inbox, Instagram comments and ads for Ru Anderson page & Exceed Nutrition page (moderate and reply where applicable)
• Create monthly statistics report (number of new members, total members, number of cancelled members)

SKILLS & ABILITIES
You are a strong fit for this position if the statements below are true for you:
• You fully embrace technology and dive into any opportunity to learn new systems and ways of working
• You are incredibly organized (friends might call you a little OCD!)
• You make it your mission to find ways to make other people happy
• You can adapt well to a quick turnaround and work well under pressure
• Your personal and professional relationships are incredibly important to you and you find great value in staying connected
• Excellent English writing skills
• Attention to detail (you can ALWAYS spot a typo!)
• You are inherently compassionate and believe that most people are doing the very best they can
• Ability to figure shit out

QUALIFICATIONS
• Excellent English and Communications is a must
• Experience in customer support
• We prefer a Mac, Keynote and iPhone user who is comfortable with technology
• You are confident with working remotely and communicating via Zoom Video Rooms, Asana, Google Drive & Slack
• You're an effective communicator, especially in writing
• Note: If you have a business of your own that you plan to continue to grow, please do not apply. This is a full-time gig and we are looking for a superstar that is excited to put their full focus in this position

APPLICATION INSTRUCTIONS:
If you’d like to be considered for this role, please respond with the following details:
Step 1. Take your Myers Briggs Test here: Upgrade to see actual info
Step 2: Send us your Myers Briggs Test results from step 1, plus
Step 2: Your General Resume (remember, experience is required for this role)
Step 3. 2-3 sentences to tell us your personal customer service philosophy

If you want to step into a role with a ton of potential, like to dig in and get stuff done and have an entrepreneurial spirit, this is the role for you!