Customer Success Agent

  • Job Reference: 00002452-1
  • Date Posted: 4 May 2022
  • Company: Live Your Message
  • Location: Los Angeles, California
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent

Job Description

We're Looking for a Customer Success Agent (remote) to Join our Team! 

About Live Your Message

Our mission is to get people so excited about changing their lives... that they stop dreaming and start doing. 

Through "choose your own adventure" online business education, we make it possible for anyone with a big message to reach more people, make more money and have a bigger impact by creating a business that's authentic and aligned with who they are.

In service of this mission, our team is behind some of the most creative online marketing and digital product launches out there and we partner with the top business & internet marketing minds on the planet. 

As you can imagine, it's a good time to be in online education and we're experiencing rapid growth. Live Your Message grew by 80% in the height of the pandemic, landing us on the Inc 5000 List of Fastest-Growing Private Companies in America for two years in a row. We expect this growth to continue and we're looking for an exceptional Customer Success Agent to join our team.

Your mission -- should you choose to accept it -- is to make the smiles happen!                

You get to troubleshoot basic technical issues for our students ( reboot your computer, clear your browser cache, here's your password, here's how you purchase'), and do it all with a heart of gold. 

You will also be investigating bug reports to document for our tech team, so you'll need to know your way around a computer and have solid technical skills to pick up new apps with ease. 

It is important that you are naturally a relationship-focused, confidence-building, team player who enjoys meeting-new-people kinda person. 

Responsibilities

  • Monitor and respond quickly to incoming requests from our students  including support over the phone, email, and occasionally on zoom for VIP students.

  • Become a program expert for the Live Your Message programs so that you can guide students through their tools and other offerings as they are released.

  • Work with our Fulfillment Team to evolve our programs by  providing student feedback, recommending improvements, escalating concerns and ultimately empowering our students to succeed.

  • Turning upset customers threatening to leave negative reviews into raving fans who love our programs and support.

  • Assist with some light training and onboarding of new support staff as we grow.

  • Teach our students how to help themselves faster next time by pointing them to all the  resources we make available to them.

  • Help maintain our Knowledge Base with new product information and systems documentation.

  • Moderate webinars and livestream virtual events.

  • Once the world gets back to normal, support our super-fun live events to handle set-up, registration and other needs

  • Ability to work overtime when necessary, primarily during program launches and live events.

About You

  • You're an A-player, committed to excellence, looking for a fast-paced work environment where you're surrounded by a team of high-performers who love what we do and who we serve. 

  • 2+ years in customer-support focused role

  • You are 100% accountable. You own your commitments all the way down the line.

  • You understand that proactive support is better than reactive support.

  • You do your best work under pressure in a high-volume Customer Support environment while maintaining a sincere compassion for the problems our students are facing.

  • You possess a genuine passion for empowering customers, resolving issues and answering all types of questions with a genuinely relaxed, friendly attitude.

  • You demonstrate excellent problem solving skills (both soft and technical), and ability to translate student questions into clear and actionable requests.

  • You have the inner confidence to ask for help when you need it and clarity when you don't understand things. (We want you to win and will help you do it!)

  • You have a great sense of humor! We all get along, like to have some fun and laughs -- and want you to fit right in.

  • Organization is your middle name.

  • You have a love for the unknown and a sense of accomplishment when tackling a challenge.

  • You LOVE supporting people and truly care about their needs you don't need to be the star of the show. You care deeply about customer experience and student success

  • You have exceptional written and verbal communication skills. 

  • You're a creative problem solver who  takes action to address challenges effectively and efficiently, while  demonstrating a solution-focused, growth mindset and experimental worldview. 

  • You're aligned with our Mission & Values so deeply that you hope to make Live Your Message your "forever home." 

  • You prefer joining a team to starting your own business. You are not looking for a side-gig to fund your entrepreneurial dream. 

  • You are looking to grow your skills within a stable, supportive, long-term position in a world-class company.

Technical Experience Required

  • Experience with Helpdesk Software 

  • Project Management 

  • CRM experience

  • G-Suite, including Sheets, Docs, & Drive

  • Social Media 

  • Basic knowledge of how email marketing works

  • Ability to pick up new apps and technology with ease 

Bonus Points

  • Experience working with an online launch

  • Worked in the online education industry previously

  • Infusionsoft experience

  • Email marketing working knowledge 

  • Knowledge base development experience 

The Deets

The role is 100% remote, but you would need to be available to work Tuesday-Saturday, approximately 9am to 6pm Pacific Time regardless of the time zone you live in. And, having a reliable up-to-date computer is a must! 

What to Expect as a Teammate of Live Your Message

  • You'll be part of a hard-working and amazing team who are dedicated to making a difference in this world through the people we serve -- a team who truly enjoys what they do and has fun along the way too!

  • You'll be supported with practical information and systems that set you up for success. Including a fun, gamified context for completing your goals, making suggestions and working together as a team.

  • You'll never be penalized for taking initiative to solve a problem or to fix a systems issue that you identify.

  • And you'll have plenty of opportunities to learn and grow -- personally and professionally with training courses, mentorship, fun retreats and working team vacations -- as well as opportunities for advancement.

By now you have a sense of who we are, what we do and the opportunity that awaits you. If this position is calling out to you, we want to hear from you!