Customer Experience Manager

Customer Experience Manager

Core Role:

Atkinson Media Group is looking for a customer experience manager to join our growing remote team. Your main priorities will be running our customer service system, managing our Facebook groups & pages & continuously improving the customer experience across all our products. Your day-to-day tasks will include checking our customer service system for new tickets, and responding and resolving customers issues. You’ll be involved in our Facebook group responding to comments & driving conversations.

You’ll also be walking our clients/students through ou coaching programs, making sure you’re engaging with them via ---------- and the Facebook group.

You’ll be In charge of driving engagement and interaction for all leads, as well as new and existing customers. We’re looking to bring on a highly driven and detail oriented individual who can think on their feet and enjoys being client ---------- this role you’ll be required to post in our private groups as a moderator.

Atkinson Media Group helps online course creators and coaches launch profitable podcasts using our signature Podcast Profit Lab course and coaching program. The core objective of our company is to continuously improve the amount of our students who are completing our program and launching their ---------- the last 12 months we’ve helped 100+ students launch successful podcasts.

A key priority of this role will be increasing the amount of students who launch their podcast as well as increasing our customers lifetime value by improving the customer experience.

The perfect person for this role is someone trustworthy, who can problem solve and think on their feet.

You’ll be the primary person in charge of driving results and interaction in our online courses and programs, as well as handling and resolving any customer issues, complaints or ---------- this role you’ll continuously seek ways to improve the customer experience and to drive engagement across all social mediums and products.

Responsibilities:
Managing Customer Service For All Products
Designing & Improving the customer experience across all products
Driving engagement across all social mediums & products
Working together with our graphics team to develop value-based content ideas to post in the company’s lead generation channels (for example the Facebook group)
Strategizing ways to increase lead engagement within lead generation channels
Improve onboarding and offboarding processes for customers in our programs
Analyze customer data to improve customer experience
Evaluate and improve course content and other communications with clients
Assist in product design and development
Maximize customer ascension


Characteristics:
- High attention to detail. Doesn’t miss a ---------- lf-starter and driven to be the best.
- Highly dependable. Showing up 100% of the time every day and high levels of dedication.
- Naturally outgoing and easy to talk to. Great at building rapport. People would say “I feel comfortable sharing a lot with you”.
- Eager to learn and grow. Loves a challenge. Super into personal development.
- Comes up with new ideas and ways of improving things that already exist.
- Calming nature, both in person and through other mediums like email, social media or messages. After speaking to you people will say “I feel so much better after speaking to you”.
- Very analytical and into numbers, spreadsheets and details. Loves taking detailed notes on customers, documenting data and looking at graphics to understand how to improve customer experience results.
- Great memory and attention to detail. Quick to follow up and remind others.
- Loves to learn about new platforms and enjoys organisational softwares and tools


Nature Of Work:
- Working schedule is 9-5 CST Monday to Friday
- May work during Philippine holidays
- Will be using time tracking tools
- Good internet is required as will be doing video calls for meetings
- Computer minimum system requirements: 4GB Ram (you’ll be running multiple tabs open)
- Headset required
- Minimum internet speed 5mpbs
- Pay is based on hourly rate


Application Process:

1. To apply for this position please respond to this application and include the word "tomato" as the first sentence in your application.


2.Please take the following tests and share your results (this is optional)
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3. Answer the following questions:
What are some things you love to do / energize you? Both in work & personal
What are things that you hate to do / drain you? Both in work & personal
What are your current job(s) and/or hobby(ies)?
What are you looking to make each month from this work?
How many hours can you dedicate to this?
What excites you about this job?
Why do you think you’re a good fit for this job?
Give some background experience / stories that are relevant to this job and the requirements

About the team and what we do:

Atkinson Media Group helps online course creators and coaches who are passionate about finding their voice and using publishing to grow and scale their business. We’re known for two things:
1. We help people find their voice and publish using a podcast.
2. We help them use their podcast to grow their business.
3. Our products consist of the Podcast Profit Lab, 12 days to 12 months of content, and Profit with Pop-Up Podcasting.

Goodluck!