Work With Me : Customer Support Specialist
Company: Beauty Mogul International
Status: Part-Time (Contractor), 20+ hours per week
Location: Remote/Work From Anywhere
My name is Tiyana Robinson and in January 2019 I founded Makeup Mogul University -- the world’s FIRST online business school exclusively for Makeup Artists and Beauty Pros. Inside Makeup Mogul University (MMU), I teach Freelance Beauty Pros how to implement my signature DO-KNOW-GROW Formula™ so they can launch their first classes, courses, training, and digital and physical products (like their own makeup line!) so they no longer have to exclusively rely on providing physical services to generate income.
Since opening our digital doors, we’ve welcomed over 750 Makeup Artists and Beauty Pros into our signature program. The work that we’re doing has empowered our members to pivot and save their businesses in the midst of Covid-19.
2020 was a year of massive growth for our company, with three consecutive 6-figure launches! Our goal in 2021 is to take our next quantum leap from $700K in revenue to $5M+ by providing a world-class coaching experience for Freelance Beauty Pros -- that’s where you come in!
We’re hiring a Customer Support Specialist to provide Disney-level extraordinary customer service at every step of their customer journey. This role will manage all our customer support channels -- including email, live chat, FB messenger, IG DMs, etc. -- and play a key role on our team as we take our quantum leap from $500-700K in revenue in 2020 to $3M in 2021!
YOU’RE PERFECT FOR THIS OPPORTUNITY IF YOU HAVE EXPERIENCE WITH:
Processing tickets on a Customer Support platform (HelpScout experience is ideal)
Because in this role, you will directly interact with our current students as well as potential students who have questions about joining our program!
Processing in-app messages, such as ManyChat, Intercom, and other live chat applications
Because in this role, you will play a key role in quickly and thoughtfully responding to questions that our prospective students have about joining MMU!
Handling payment issues (knowledge of Samcart is ideal)
Because in this role, you will help our clients keep their credit cards updated, and recover late and delinquent payments in the rare occasion that they occur
Experience with a Task Manager (Clickup experience is preferred)
Because in this role, you will ensure that our team metrics related to Customer Service, enrollment, and payments are entered accurately on a daily basis.
NOW LET’S TALK ABOUT YOU 🦄✨
You are a textbook “people person”. People light up when you walk into the room. You have a heart for people and you get energized by talking to others! You are thoughtful and you strive to leave others better than when you met them. With that, you always go the extra mile to create a stellar first impression.
You have the patience of a saint. You’re never short on empathy, and when handling difficult situations you have Buddha-like patience. You never take things personally and are always able to put your best face forward.
You are a stickler for details. If you ever wrote a book, it would be called “The LOVE is in the details”. No “t” goes un-crossed, and no “i” goes undotted -- not on your watch!
Problem-solving is your superpower! You’re the person that your friends always come to because you always give THE BEST advice! That’s because when other people see problems, you’re able to see solutions. When a challenge arises, you have the uncanny ability to assess the situation, think on your toes, and recommend solutions with grace and ease.
You are a talented communicator. You understand that everyone is different and you believe that it’s always best to be concise, direct, and clear. With that, you always ask the best questions to gain a deeper understanding of others!
You are a true team player. You take direction well and love to be a part of a collaborative team. You are the team carebear and are the life of the party. You uplift and encourage others and offer to help when you see the need.
ABOUT THE POSITION :
In your role as Customer Support Specialist, you will work directly with our Online Business Manager and Membership Coordinator to ensure that our prospective students and members of our paid community are immensely supported and cared for.
Specifically, you will own the following responsibilities:
Manage the customer support inbox and ensure that we reach inbox “0” every single business day (This means that all inquiries receive a response in 1 business day or less)
Resolve customer inquiries, recommend solutions and guide our students through features and functionalities of our course in a timely manner.
Work with our Membership Coordinator to ensure that our students remain on track with their payment plans, and that we maintain our enrollment KPIs
Manage our live chat channels (these channels will be especially poppin’ during our launch promotions in the Spring and Fall)
Respond to comments and direct messages on social media platforms, following our established process
Maintain our Customer Support “Response Library”, which houses the most up-to-date answers to our customer’s FAQs.
Maintain a Net Promoter Score of 85 or higher
Enter Customer Support KPI data into our company dashboard daily
PERKS + COMPENSATION:
You can work from anywhere, and since freedom is one of my core values, you’ll have flexible work hours (as long as you’re able to respond to clients in a timely manner). You’ll also join us on our company retreats -- post-pandemic, of course!
Because we care about your growth, we’ve got a generous stipend set aside for personal and professional development.
Plus, there are tons of opportunities to ascend within the company.
Compensation is based on experience.
👉🏾 TO APPLY :
Submit your preliminary application via this Typeform
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Learn more about Makeup Mogul University: www.makeupmoguluniversity.com/private
Instagram: www.instagram.com/tiyanarobinsonbeauty
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