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#539: 5 Strategic Launch Pivots That Boosted My Course Enrollments

Listen To My Latest Podcast Episode:#539: 5 Strategic Launch Pivots That Boosted My Course Enrollments

Position Overview

We’re in the business of producing impactful trainings, programs, and digital courses to empower and teach online business owners how to grow and scale their business. Your job as a Customer Experience Manager will be to help us deliver excellent customer experiences for our students. The goal for this position is to take ownership of customer (and prospective customer) issues and follow problems through to resolution with the intention of increasing conversions, satisfaction, loyalty, and retention.

The Customer Experience Manager is an advocate on behalf of our company to our audience 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 so that we ensure that every decision we make supports our community in the best way.

This position reports directly to the Director of Customer Experience, while also working closely with other key members of the team including our Customer Experience Manager.

This role is full-time and a mix of work-from-home as well as occasional in-person collaboration. You’ll report directly to our Customer Experience Manager and work closely with other key team members. 

We’re not your average company — we always make sure our team members have plenty of freedom and flexibility to live their best lives, recharge, and have fun (major perks of working as a remote team!)

That said, the online marketing world doesn’t take breaks — that’s why we need our team members to be flexible too. The tasks required in this role typically fit into an 8 hour workday Monday through Thursday, but during product launches and busy seasons, we tend to tap into hours outside that range.  

Duties and Responsibilities

You’ll be responsible for…

  • Working closely with the Customer Experience Team and Community Team
  • Monitoring submissions via HelpScout, our customer support portal,  to promptly assist, solve, or support members through a question or problem
  • Help and assist the Customer Experience Director with customer support strategy and needs to prepare for live launches
  • Fully resolve customer support tickets and escalate any recurring issues to the appropriate team member
  • Serve as the customer’s cheerleader and share customer “wins” with the team
  • Stay up-to-date with digital technology trends
  • Creating solutions and new ideas for issues and broken processes based on customer feedback
  • Occasionally support our Community Team with Amy on “Facebook Live” and webinars during launches
  • Day to day management of live chat
  • Responding to community comments and customer inquiries in a timely manner 
  • Thorough understanding of our training programs so that you can offer insightful, valuable, relevant support
  • Reporting any change of sentiment, content suggestion, or customer feedback to the proper team member
  • Monitor Facebook inbox for customers needing support with webinar links, login details, etc.
  • Stay up-to-date on new episodes of the “Online Marketing Made Easy” Podcast and all Amy Porterfield training courses

Skills, Abilities and Experience

The ideal candidate possesses the following strengths and skills:

  • 2+ years of relevant customer service experience (preferably in a virtual environment).
  • Able to work on Apple operating systems.
  • Impeccable grammar (written and verbal) – our standards are sky high!
  • Excellent communication skills.
  • Excellent problem-solving skills – ability to think quickly and critically
  • Passionate about helping others – we lead our community with compassion!
  • Flexibility – we move FAST. Things change, we adapt, we propel ourselves forward!
  • Organized – we all wear many hats.
  • Coachable – must be able to take direction and welcome direct and honest feedback in the moment!
  • Collaborative – must work well within a virtual team!
  • Resourceful – use ALL available resources to complete a task with minimal questions!
  • Quick learner – the Customer Experience Manager must be able to pick up things fast and run with it!
  • Experience with Keynote and PowerPoint (strongly preferred).
  • Experience with HelpScout or any helpdesk ticket portal (preferred)

 

Application Instructions

If you’d like to be considered for this role please submit the following via email to jobs@amyporterfield.com:

  • Cover letter and PDF of your resume
  • Myers-Briggs Personality Type
  • StrengthsFinder Top–5 Strengths Report (optional)
  • A 3-minute video introduction (We will not review videos longer than 3 minutes)
  • Answer the following prompts:
    • 1) How did you learn about this opportunity? 
    • 2) In 3 sentences or less, explain your customer support philosophy.
    • 3) Do your best to respond to the following inquiries as though you were already on Team Porterfield:
      • Hi there! I’d love to be on your podcast! I’ve listened to your podcast each week religiously – and I just am dying to be a guest on your show. I am just getting started with my business, so I don’t have a website to share with you yet, but I am creating a course on how to keep your house organized. I haven’t launched my program, but I plan to this Summer. Would you be open to having me on your show? – Rachel
      • I love you and I LOVE your work! I’ve been dreaming about doing List Builders Society™️ for like everrr and I’m feeling like this is finally my year. I’m soooo sick of my corporate job and being stuck in an office all day. Here’s the thing … I don’t know if it is right for me. I haven’t started my business and I have tons of ideas, but I don’t know if any of them will work. I just finished my life coach training last month and I’ve been working in marketing at my job, but I haven’t found the right niche. I also really love photography … I guess I’m kinda all over the place. Is List Builders Society™️ the right fit for me? – Scott
      • I owe you one more Digital Course Academy™️ payment, but I simply don't have the money right now. I thought I would go through Digital Course Academy™️ and would find the magical key that would make my business would take off. I am a single mother of three, and I’m struggling to make ends meet. I am working on getting my name out there in my area and serve more clients, but it’s been slow going. I fully intend to finish DCA and begin my payments as soon as I'm able, but is there ANY way I can get an extension on my final payment? That would help SO much! – Mary

Salary: Starting at $60K

Although we permit “side gigs” / work outside this role, it must not compete or overlap with the work we do, or interfere with your role and responsibilities within the team. Any consulting, coaching or side gigs related to marketing, business building or entrepreneurship are not permitted. This allows us to project a united front, show that we are in this together as one business, and have the greatest possible impact.

If you want to step into a role with a great opportunity, enjoy knowing all the details and have an entrepreneurial spirit, this just might be the role for you!

*Please note, applicants must reside within the US to be considered.

Want to learn a little bit more about us? Keep reading!

What We Do:

We empower entrepreneurs to build profitable online businesses that bring creative, professional and personal freedom.

In everything we do, we aim to inspire confidence and action. Our signature service is helping budding entrepreneurs break free in the areas of business that were once holding them back into new levels of joy and fulfillment. We give these entrepreneurs tangible proof that small actions every day will ultimately build a business worth creating and a life guided by their own design.

We lead a fun-loving culture and a dedicated team that is committed to excellence. We always find the upside to any situation and maintain the strength and flexibility to change course as our business evolves. 

Meet Amy

You might know Amy Porterfield from her top-rated “Online Marketing Made Easy” podcast, or from the courses and webinars she offers to help entrepreneurs build their business through social media and online marketing strategies. To learn more about our fearless leader, check out the details here.

Our Values

Our team is ambitious (always striving for excellence), hungry (competitive to the core; always wanting to be at the top) and enthusiastic (always excited about the work we are doing.)

Purposeful Ambition

→ We value drive, hard work and kicking ass. When the heat’s turned up, we step up to the challenge. We are equally thoughtful about our commitments.

Unyielding Compassion

→ We believe that everyone is doing the very best they can in the moment. We lead with love, patience and understanding.

Openly Coachable

→ We believe in continuous growth and are open to feedback and necessary tough conversations to move us forward.

Creative Resourcefulness

→ We are strategic and thoughtful in our actions. We believe there is always a way to make it work and we will do the digging to figure it out. We rely on each other when we get stuck.

Unwavering Integrity

→ We take pride in our reputation as industry leaders. We are honest, professional and intentional.

Total Ownership

→ We believe we are all leaders. We own our individual positions like a boss.

Intentional Margin

→ We prioritize the down time so that we can be our best when we are showing up for ourselves, our team members and our students.

Proactive Inclusivity

→ We believe in the diversity and inclusion of all people regardless of race, age, gender, sexual orientation, ability, and religion. This includes thoughts, ideas, beliefs and experiences.

Team Porterfield Perks:

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:

  • 4 Day Workweek/Flexible Work ScheduleOutside of launches, our company operates on a 4-day workweek schedule. Spend your long weekends however you’d like — a few team favorites include hiking new trails, watching Bridgerton, meal prepping something delicious, or grabbing a beer on a patio! 
  • Flexible Time Off  – Two words…unlimited PTO. Because working hard and taking full ownership of your role doesn’t come at the expense of lifestyle freedom. 
  • Sick LeaveThe days of slogging to work with a piercing migraine are over. Rest up, buttercup! 
  • Paid Holidays – including a Thanksgiving Break and Holiday Break!
  • Birthday Leave – Oh yes, you read that right. 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! 
  • Team Vacation – Pack your bags! Amy treats her team members to an annual team trip to celebrate the accomplishments and hard work of our employees. No work — just play!
  • Health Insurance – Health is wealth, my friend! And we make sure that accessing quality healthcare is never a concern for members of Team Porterfield.
  • Bonus Potential – Hard work and smashing goals don’t go unnoticed — or unrewarded! — here on Team Porterfield. We’ll fill you in on all the deets about bonus potential!
  • Retirement Savings Plan – Roth or 401k…whatever your preference, we’ve got a generous match! 
  • Financial Planning AssistanceYou’re an expert at a lot of things…why not add personal finances to that list! A team of professional wealth strategy partners is available to provide financial planning assistance however you’d like it, from retirement to personal finances to investing to saving.
  • Learning Opportunities – A mastermind, summit, or learning experience that will enrich your knowledge in your particular role? It’s on us!
  • Life Coach Benefit – Pssst! We’ll split the bill. 
  • Charitable Donation – Your big heart is our favorite thing about you. It’s our delight to make a donation in your name to a charity each year. 
  • New Parent Leave – A benefit bundle of joy! Full-time team members receive 10 weeks of paid parental leave and an optional 2 weeks of unpaid leave.

The Team:

  • What can we say? We really like each other! From team building events and virtual 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’ Top 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, here to support each other. You’ll find coworkers that cheer on your professional milestones as well as your personal victories. 
  • We believe in the diversity and inclusion of people regardless of race, age, gender, sexual orientation, disability, and religion. This includes thoughts, ideas, beliefs and experiences. We are a pro-inclusion and anti-racism organization dedicated to upholding and enforcing policies to support it.

 

While performing the duties of this job, the employee is regularly required to effectively communicate via chat/messaging systems and email. The employee is frequently required to remain in a stationary position and occasionally required to move from one location to another. The employee is required to constantly use computer and office productivity equipment such as a desktop computer, laptop, and printer, as well as computer software such as Google Suite for Business. The employee may frequently move up to 10 pounds. 

Disclaimer: All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.