Customer Support Manager

Here’s the deal, a creative, passionate and socially minded business needs an incredible Customer Support Manager to help us create a powerful and engaging customer experience.

Are you into Personal Development? We need someone who’s internal drive to grow and contribute is perpetual . We teach mindset mastery and success strategy, and the common denominator of all successful individuals is an elevated, developed mindset and perspective. No, we are not religious — Yes, we are fiercely spiritual. We are obsessed with evolving, and you MUST be as well. Do you resonate with Tony Robbins, Gabby Bernstein, or Lewis Howes? Great — the next event ticket is on us. Our company culture is based on six core values: Integrity with Self & Others, Resourcefulness, Grow or Goodbye, For the Greater Good, Be a Manifestation Babe, and Initiative & Execution and we are looking for someone who resonates with these as they drive us as an organization.

We need someone super smart, sharp, passionate and talented with a great attitude and a tremendous spirit of resourcefulness . We want someone who when they encounter an obstacle, they want to find a way around, through, over it, under it, etc. Someone who is detail oriented, has a very high standard of excellence and wants to make the world a better place, enriching the lives of others along the way.

We want someone who’s humble, teachable, and determined. Someone who doesn’t just like growing — they demand it.

First priority is being extraordinary at executing, but secondly having indispensably talented creativity and vision. Ideally, you’re strongest in the detail side of things, but your artistic side isn’t far behind. And you have a knack for making things happen.

My goal in business is to impact others to achieve their fullest potential, through live coaching, speaking, and digital content. We create beautiful yet functional products, and our services deliver world class results — communicating an extraordinary sense of care and thoughtfulness towards the clients as we inspire and ignite their deepest internal desires.

Character traits (These are Musts):

Get it Done Attitude

Detail Oriented

High Integrity

Self-Disciplined

Find Gratitude in Challenge and Opportunity

Committed & Determined

Consistently Positive Attitude & Solution Oriented

Excellent Team Player

Continual Learner

Loving and Accepting

Humility

Must not:

• Be satisfied with “good enough.”
• Baggage Carrier: Carry personal baggage and issues into work that prevent you from showing up with your gameface on. Yes occasionally stuff happens, but it cannot be frequent.
• Time puncher. This is more than a job/business to us. We want to change the world and make it a better place. We are making a difference in the world and you will be the magnifier of that voice. If you don’t care enough, your creative potential will be diminished and we will receive far from the best from you.
• Need safe, predictable, routine. What is predictable, is that we will be doing many different things by the end of the year than we’re doing now.
• No Bullshit- We don’t want to hear the story of why things didn’t or can’t get done. Let’s find a way to make it happen.

As a member of our team, you will be responsible for for setting up the structures and processed to streamline and automate the customer support experience. This includes building out FAQs, canned responses, and a platform to manage all incoming support tickets. This position will assist with processing payments, tracking payments, following up with delinquent payments, setting up alternative payment plans, and following up with customers by phone, text and e-mail. They will also be responsible for handling all customer support issues via FB, IG, and e-mail ranging from sales to tech support.

The daily responsibilities for this position include:

• Check receivables reports daily
• Track delinquent payments in a separate spreadsheet
• Send e-mails, make calls, and send texts to update credit card information or coordinate alternate payment arrangements
• Process alternate payments daily
• Consistent follow-up for payment collection plan
• Communicating updates with supervisor
• Developing procedures manual for collecting receivables
• Build out FAQ database (text)
• Develop an arsenal of canned responses
• Implement a backend structure for organizing, and managing all customer support tickets
• Answer customer support inquiries from Facebook, Instagram, and e-mail
• Troubleshoot basic tech issues related to course access

As the Manager of Customer Support, you must be able to execute and meet the following requirements:

• A customer service background
• The ability to solve problems and successfully navigate through several software programs (software training will be provided)
• Excellent at taking initiative & executing
• Detail-oriented & the ability to prioritize
• The ability to provide detailed explanations and clearly communicate via email, phone, text and Facebook.
• Exceptional writing skills and grammar
• A persuasive, kind, yet firm “people person” with exceptional communication skills
• Excellent with numbers & spreadsheets
• Execute quality customer support with patience, compassion, accuracy, professionalism, and positivity
• Dedication to promptly and successfully resolving customer issues
• Your native spoken language must be English

Experience in a customer service capacity is required. This position is 40+ hours/week. This position is remote, but we require candidates to be in Los Angeles to work with team as needed.

We greatly appreciate your interest in this position and we look forward to reviewing your application.

Job Type: Full-time

Salary: $50,000.00 /year

Experience:

• Customer Service: 4 years (Required)

Location:

• Los Angeles, CA (Required)

Work authorization:

• United States (Required)

Additional Compensation:

• Bonuses

Work Location:

• Fully Remote

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Flexible schedule

This Job Is Ideal for Someone Who Is:

• Dependable — more reliable than spontaneous
• People-oriented — enjoys interacting with people and working on group projects
• Detail-oriented — would rather focus on the details of work than the bigger picture