Customer Success

We have a job opening for a Customer Success expert to join our team. We are a Software As A Service (SaaS) company helping thousands of online entrepreneurs to increase their sales. The software platform is called Deadline Funnel (Upgrade to see actual info). We have been expanding our user base for the past 8 years.

Your role as a Customer Success expert for our software clients will include these core responsibilities:

1. Reply to Support Tickets (via Intercom)
2. Conduct Live Onboarding Calls (via Zoom)
3. Review and Improve Our Support Docs
4. Connect Leads with Our Free and Paid Resources

Values we expect from all teaUpgrade to see actual infombers include:

- **Go The Extra Mile.** In everything we do, our aim is to over deliver and delight. Good enough is not good enough. And we put 100?fort into diagnosing and solving problems before elevating to other teaUpgrade to see actual infombers.
- **Ship - Learn - Innovate.** We grow as individuals and as a team when we trust the process. We ship frequently, extract the lessons, and innovate accordingly, turning isolated sprints into stacked success.
- **Absolute Integrity.** Our authenticity & honesty in marketing sets us apart in our industry. We are honest with ourselves, our team and our customers no matter the cost.
- **Prioritize Then Focus.** We look for areas of leverage: the 80/20. We never sacrifice the things that matter most for the things that matter least.
- **Excellent Communication.** We practice clear thinking, clear writing and clear speaking at all times.

To be considered for this role, you will need to have very strong written and spoken English Upgrade to see actual info order to demonstrate your English skills and your ability to meet the requirements of this role there are two short assessments tasks to accomplish:

## Task One:

I want you to write a request for advice on how to proceed, as if you were asking for help from more experienced members of my team.

The format I want you to use is called 1:3:1 and here’s what it means:

1: Present the problem succinctly and clearly

3: Present 3 suggestions on how you think it *****could***** be resolved

1: Propose which ONE suggestion of the 3 you recommend - even though you’re not 100% confident this is the answer.

Here’s the “problem” I want you to consider in this scenario:

You see a support ticket from a client requesting a refund.

They have been a client for over two years.

They pay for our software annually.

Their most recent $1,200 annual payment was 3 months ago.

They now want to cancel their subscription and get a full refund for the most recent $1,200 payment they made 3 months ago.

Our support docs, including our refund policy, can be found here: Upgrade to see actual info

Given this scenario, use the 1:3:1 model to write a mock help request to my team as if you were already a Success TeaUpgrade to see actual infomber but you want clarification to deal with this situation.

## Task Two:

I want you to record a short 2 to 5 minute video on [Upgrade to see actual info](Upgrade to see actual info) in which you welcome a new client named Isabelle to the platform and you walk them through a few key first steps to achieve a quick “win” or milestone.

You’re not trying to teach them everything about the platform, just to get them acquainted and to give them a few first steps to take.

You can use any software you already use and know

So for example, if you know [Upgrade to see actual info](Upgrade to see actual info) or [Upgrade to see actual info](Upgrade to see actual info) you could pretend you are a Success TeaUpgrade to see actual infomber for one of those organizations and record this short [Upgrade to see actual info](Upgrade to see actual info) video for Isabelle, the new Upgrade to see actual info this task, we’re assessing your English speaking skills as well as your presence on camera. Your knowledge of the platform you choose is not very important. But we do NOT want you to use Deadline Funnel as your example because it’s unlikely you really know the software Upgrade to see actual infooose a software platform you have used before and you’re comfortable Upgrade to see actual infopensation:

We’re paying $700 USD per month because we’re looking for a true “A Player” to join our team. We expect excellent English skills, both spoken and written. We expect you to follow our core values as listed above.

You’ll be paid on time and treated with respect.

Training:

We’ll provide you with all of the training you need.

Software:

Any software licenses or platforms required to do your job will be paid for by us.

Other requirements:

You must have a computer and internet connection which is reliable. You will need to be able to use Zoom and to respond to Intercom tickets.

Hours:

For the right candidate, we’re flexible, but we would like at least a few hours of overlap with the US time zones to be able to do zoom calls to welcome new clients. We’re also open to having you help new clients in a “one to many” teaching model such as a zoom webinar or training room, once per day.

One of the benefits of working with us is a certain degree of flexibility with your hours. Although we expect a full time effort and focus from you we also provide you with the flexibility to attend to unexpected family issues or similar needs as they happen, so long as you communicate with the team effectively and you don’t take abuse the flexibility.

Holiday:

We offer paid holiday leave based on tenure and we’ll gladly share our policy with you if you are being seriously considered for the role.