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Customer Support Champion

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Website Agency Analytics

DC MEMBER The Dynamite Circle (the DC) is an exclusive community of more than 1,200 established entrepreneurs.

Editorial Note:

This is a great opportunity for someone who loves helping customers and is looking for their first location independent job. While this new hire will be on the Client Success (support) team, this company is small (less than 10 people) and has a track record of promoting support team members into various other roles in the company, such as marketing and sales.  

Our Story:

AgencyAnalytics was founded by a couple of childhood friends named Joe Kindness and Blake Acheson, who are still active as our lead developers.

They started the company as a simple rank tracker back in 2009 in an effort to avoid having to get “real jobs” after university.

After chatting with customers over the course of the first year, they realized that there was a need in the marketplace for a full service suite of automated reporting and digital agency management tools that wasn’t overly complex or technical. And AgencyAnalytics was born at Joe’s kitchen table.

To date, the company is privately held, debt free, has a healthy balance sheet and works with more than 2,000 digital marketing agencies. 

We operate a SaaS app that provides marketing reports to marketing agencies. We produced automated reports for things like search engine rankings, social media and ppc. We’ve even been recommended by the likes of Neil Patel.  

What’s the opportunity?

We’re in a major growth phase right now, with nearly triple digit yearly revenue growth.

We are looking for a full-time rockstar customer service champion, who can work remotely and help us better support all of our customers.  

You’ll report to Trever Clark, our VP of Customer Success.

As a small team, everyone wears multiple hats. The expectation is that this person will become a key part of the team, and will contribute ideas and suggestions that will grow the business and positively impact sales and revenue.

If you are looking for a call center support type job where you can clock in at 9am and clock at 5pm, and spend most of the day on Reddit or Netflix, this isn’t the right role for you.

Each individual on the Customer Success team to date has customized their own position to a degree.

This role could grow in a variety of directions, depending on the candidates’ precise skillset and interests from blogging and social media marketing to graphic design, sales or data analysis.

What’s it like working with us?

There’s currently 7 of us working in the company. We all work remotely. Some of the cities are team members work from are Toronto, Paris, Chicago, Grand Rapids and Bali.

Everyone is accessible and down to earth including our CEO. We chat and share GIF/jokes/memes on Slack. Dropping a lighthearted F-bomb on internal company calls on Zoom is perfectly acceptable. With that being said, there is ZERO tolerance for any kind of harassment.

In some companies, support is treated like a second class citizen. This isn’t the case here. The entire company has the support team’s back. For example, if a customer is being difficult and asks to speak with your supervisor, the supervisor will take your side and back you up 100% of the time.

Team members at a company happy hour. 

What’s a typical day look like?  

  • Respond to client support and basic sales messages on Intercom.
  • Perform one on one screen share demos for new customers
  • Conduct webinars for B2B customers
  • Write technical support articles
  • Perform account setup and similar “account executive” type functions
  • Website content creation (Sales pages, blog posts etc)

Bonus skills:

  • Backlinks prospecting
  • Assist with marketing and PR
  • Video production

What skills do you need to be successful?

  • Moderate to advanced understanding of SEO. Doesn’t need to be a guru, but needs to know more than just the bare basics.
  • Basic understanding of all common digital marketing channels, like Adwords, Facebook ads, Google Analytics, Google Search Console, social media
  • Basic knowledge of html/css/javascript is helpful

What’s in it for you?

This is an AMAZING company to work for. Great pay, liberal pay increases based on performance, 2 weeks paid vacation, effectively unlimited personal and sick days (within reason). It’s a common practice to take long lunches as long as work is being completed.

We’re a very work/life balance oriented company, and it’s pretty rare for anyone to work more than 40 hours a week (even the founders and management team).

Compensation and other logistics:

  • Salary is $20USD / per hour or $800/per week.
  • Most of our team is in the Eastern U.S. Timezone (-5:00). We prefer someone in PST or GMT to offset our support hours.
  • Any candidate should come into this expecting to stay for multiple years. This is a LONG term position, where the individual will grow with the company.