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Customer Success Education Lead

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Website SmarterQueue

Highlights

  • 🚀 High Growth Potential 🚀
  • 🗺 Anywhere in the World 🗺 but must overlap 2 hours with London (GMT)

Please read carefully before applying. This position is 100% remote. Your timezone must have a minimum of 2 hours overlap with London (GMT).

SmarterQueue is a ground-breaking social media tool.

On average, our platform saves Customers over 8hours per week, and increases the effectiveness of their social media content up to 300%.

We are a fully remote team of 15, spanning the UK, Canada, US and Europe, building a tool which adds real value to influencers and marketers lives.

Key responsibilities

Operations

  • Build and own the SmarterQueue customer training from the ground up, and continuously evolve based on market changes and technological advancements.
  • Create long term, scalable Customer Success processes to continuously improve customer education, including and not limited to;
  • Knowledge Base, internal team wiki and video content.
  • Communicate directly with our Marketing and UX Team on a frequent basis to sync educational initiatives.
  • Create and review Knowledge Base articles.
  • Record and edit product explainer videos (including voice over).
  • Conduct quality control to address team knowledge gaps, immediate customer issues, pre-empt potential future issues and identify areas for improvement.
  • Conduct periodic review and revision of Knowledge Base articles and videos.
  • Train Customer Success Representatives during onboarding and product knowledge.
  • Complete educational reports, and suggest improvements based on your findings.
  • Support the Customer Success Manager in making strategic decisions regarding the educational performance and process optimisation of Customer Success as a function.

Sales

  • Own and strategise and execute webinars, for both prospects and customers.
  • Support onboarding and demo calls of prospects and new customers.
  • Support the research of prospective customers in the pipeline and support follow-up and closing requirements.
  • Support efforts in the referral and partner programme.

Customer Relations

  • Respond to support questions, requests and complaints from our customers.
  • Develop relationships with customers and proactively gather information on their needs to identify SmarterQueue features that could help them achieve their goals.
  • Identify and execute opportunities to increase customer loyalty and reduce churn.
  • Recommend best practices to the Customer Success Manager for the benefit of the broader company related to customer experience, operations, product, sales and training.

About the Role

  • Part time and full time hours available.
  • Must be flexible regarding working days/hours.
  • Contract position.
  • You will work 100% remotely and report directly to the Head Of Operations & Customer Success.
  • You must have your own computer/equipment with a solid connection to the internet.

About You

Experience & Requirements:

  • Bachelor’s Degree or equivalent experience.
  • Fluent in English, both verbal and written.
  • Strong experience in education/L&D/training
  • Strong verbal and written communication skills.
  • Excellent interpersonal skills.
  • Strong organisational skills with the ability to multitask projects from start to finish.
  • Passion and understanding of social media.
  • Love problem solving and are excited to learn technical skills and technical troubleshooting.

Critical Competencies for Success

Productive:

  • You are incredibly self-motivated and driven to be the best version of yourself.
  • You thrive working remotely.
  • Credibility is earned at SmarterQueue through execution and getting things done.
  • You get into the details and deliver results under highest expectations on time and quality.
  • You thrive in a fast-paced, ever evolving environment.
  • Be ready to get hands-on with all aspects of the daily needs. The buck stops with you.

Solution-orientated:

  • You have the flexibility to think outside the box.
  • You have the ability to foresee and identify the needs of the customer before they arise.
  • You take a creative and calm approach to challenges and issues.
  • You pay attention to the fine detail, with a focus on quality.
  • You love crystal clear communication. You communicate empathetically, effectively and in a timely manner to ensure solutions at the highest level of customer experience.

People person:

  • You are genuinely interested in others and love being part of a Team!
  • You consider the wider team before yourself.
  • You are open to new and innovative solutions.
  • You must present well and communicate clearly and effectively to upper management and other functions.
  • You are able to distil complex concepts into plain English, and vice-versa to people at all levels of understanding.
  • You’re willing to adjust course when appropriate new ideas or objections are raised.

Bonus Points

  • Previous startup experience.
  • Previous remote working experience.
  • You’ve done social media yourself (so you know our customers’ motivations).

Salary

Salary range USD $20 – $30 per hour (dependent on experience).

How to apply

  • Send an intro email (or a video) with your CV and cover letter.
  • All applications without a complete Angel List profile and intro note will be immediately disqualified.

✨ We’re actively looking for a diverse and gender-balanced team.

➡️ Visit https://smarterqueue.com for more information about the product.

❗️ Due to the volume of applicants, only successful candidates will be contacted to progress their application.

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