Customer Support: Email And Community Manager

We’re looking for a customer support agent to take responsibility for and handle our email tickets, manage and engage our Facebook group community (2 groups), and monitor our social media.
We have an online business with digital courses that help people overcome addictions and change bad habits.

The right person for this job:
- Has previous experience with email support (At least 3 years). This means not just technical support but also being able to understand customers queries, concerns and point of view and offer a well thought out and articulated answer.

- Has previous experience in community management & social media management. You need to be able to give concise advice, resolve public conflict/complaints, direct people to the right information.

- Fluent in written English. You should be able to write concisely and explain clearly. You will be writing to native speakers so your grammar and communication skills should be flawless. You should be able to understand the nuances of the language too.

- Being able to give advice with empathy and without being patronizing.

- Willing to learn our content, concepts and information in order to support our customers via email, Facebook group, Facebook page and ---------- .

- People’s person that likes to help others and offer a great customer experience.

- High attention to detail. You should be able to remember our customers across our social media platforms, avoid errors in names or typos, check all your answers thoroughly before sending them.

- Exceptional time management & self-management skills. This is a demanding role so being able to prioritize, organize your time and organize your information is essential.

- Willing to learn and grow with our company over a long term relationship so you can earn more and have other support agents under you.

- Communication ---------- ’s not only important to be fluent in English but also to be able to communicate your point across to our audience and us. Knowing how to ask questions and avoid making assumptions is very important.

- Key personality trait is to be adaptable, attention to detail, communicative, articulate, caring for our customers, eager to learn new things, and finds purpose in helping others.

- Psychology/ coaching training or background is a plus.

Tasks required for this job:
- Use a ticketing support tool like Fresh desk to respond to emails.
- Thoroughly learn and understand our content in depth so you can offer advice and direction to our customers.
- Go through all Facebook group posts and comments to moderate and respond to posts and ---------- eck our social media daily.

Administrative work and research. Example: Capture testimonials across our platforms and save them to our database on a daily basis.

Job Schedule:
Monday to Friday: 9pm to 5am Philippines time.
Saturday: 9pm to 2am.
Sunday 2 hours with flexible times.

Important: If you fit this description and feel confident with the requirements, please message us with what most excites you about this role so we can inform you about the next stage of the hiring process.

Looking forward to hearing from you :)