LISTEN TO MY LATEST PODCAST EPISODE:

 LISTEN TO MY LATEST PODCAST EPISODE:  #185: All About Instagram Ads with Rick Mulready LISTEN TO MY LATEST PODCAST EPISODE:  #185: All About Instagram Ads with Rick Mulready

Customer Support Manager

Position Overview

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

The Customer Support Manager 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.

This is a full-time, salaried position that reports directly to our Marketing Project Director: Chloe Euse, while also working closely with other key members of the team.

The position requires candidates to come into our office in Carlsbad, California. Hours for this position are 9am-5pm PST, Monday-Friday, but are somewhat flexible as this position involves working some evenings and weekends, and responding to customer support inquiries outside of work hours. Also, because our business uses an online launching business model, a few times per year there will be the need to work additional hours on evenings and weekends preparing for and supporting program launches.

Duties and Responsibilities

Our Customer Support Manager will primarily be responsible for:

  • Monitoring submissions via our ticketing software to promptly assist, solve, or support members through a question or problem.
  • Serving as the customer’s cheerleader and share customer “wins” with the team.
  • Developing and managing a help center for members to turn to for commonly asked questions.
  • Staying up-to-date on new episodes of the “Online Marketing Made Easy” podcast episodes and all Team Porterfield training courses.
  • Staying up-to-date with digital technology trends.
  • Gathering testimonials and feedback submitted into the support center.
  • 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 refunds, retention, and more.
  • Supporting Amy on live webinars during launches.
  • Managing live chat on sales pages during launches.
  • Managing auto-chat for evergreen funnels.
  • Reporting any change of sentiment, content suggestion, or customer feedback to the proper team member.

Skills and 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 doing things
  • You delight in the details and you don't let little things slip through the cracks
  • You make it your mission to find ways to make other people happy
  • You are comfortable working in a fast-paced and high-intensity environment
  • Your personal and professional relationships are incredibly important to you and you find great value in staying connected
  • You would never utter the words “That's not my job” – instead you always jump into help, no matter what
  • You welcome the opportunity to work on your own, but can easily switch gears to work inside a team
  • You love any and all opportunities to over-deliver on your commitments
  • Your past employers would call you a natural go-getter. If you can do better work, you will always rise to the challenge
  • You are inherently compassionate and believe that most people are doing the very best they can

Qualifications

  • You have experience in customer support
  • You understand and pick up technology basics quickly
  • You're an effective communicator, especially in writing
  • Your grammar and writing skills are top notch
  • We prefer a Mac and iPhone user who is technologically savvy and/or is a quick learner
  • 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

Due to the holidays, we've extended the window to accept applications. If you’d like to be considered for this role, please respond to [email protected] by Friday, December 1st, with the following details:

  • Step #1: Take your Myers Briggs Test here:
    http://www.humanmetrics.com/cgi-win/jtypes2.asp
  • Step #2: Respond to this post with…
    • Your Myers Briggs Test Results from step #
    • Your Resume
    • In 2-3 sentences tell us your personal customer service philosophy.
    • A brand you follow online and a short explanation as to why you find their content valuable.

Did we forget to mention all of the Team Porterfield perks?

We're fast-paced and rapidly growing. Our small but mighty team is full of talented and motivated individuals who enjoy coming into work. (But these awesome perks help just a little too):

  • The Benefits:
    • Competitive compensation and paid-time off, along with ample company paid holidays.
    • Never working on your birthday again! Hit the beach or the spa, we don’t care what you do, just don’t come to work!
  • The Office:
    • Want to hit the beach for a quick surf sesh during lunch? Be our guest! Our Carlsbad office is just minutes from the water and will provide the beach cruiser to get you there, the surfboard and a nice warm shower before you get back to your desk!
    • Need some motivation to get you to the gym in the new year? How about a completely free membership to the brand new gym just 10 feet from your office?! Head in before work or during lunch, we’ll join you!
    • Plus, all the kombucha you could drink is on tap right outside your door! (There’s beer too, just sayin’!)
    • Sick of sitting at a desk all day? You’ll have the flexibility to work remotely when necessary, so sit outside or head to another country- that’s the benefits of online business!
  • The Team:
    • What can we say? We really like each other! From monthly team building events and happy hours, to annual team trips, we like to work hard and play hard!
    • Plus you’ll be workin’ for boss lady Amy Porterfield! (Did you know she was nominated for Forbes’ Social Media Influencer)
  • The Culture:
    • Forget the traditional corporate culture. Amy left that behind years ago for a reason and has created something entirely different! Have a question? Have an emergency? Having a bad day? At Team Porterfield we’re all family and here to support you however we can!
  • The Development:
    • Something you’ve always wanted to learn? We offer annual professional and personal development opportunities, so let us know where you wanna be and we’ll send you there!
    • While still taking care of business we like to take care of our community too! Whether it’s participating in the office food drive or Amy’s annual charitable bonus, giving back is important to Team Porterfield!

Application Instructions

If you’d like to be considered for this role, please respond to [email protected] by Friday, November 17th, with the following details:

  • Step #1: Take your Myers Briggs Test here:
    http://www.humanmetrics.com/cgi-win/jtypes2.asp
  • Step #2: Respond to this post with…
    • Your Myers Briggs Test Results from step #
    • Your Resume
    • In 2-3 sentences tell us your personal customer service philosophy.
    • A brand you follow online and a short explanation as to why you find their content valuable.

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!

« take me back to other job opportunities