Customer Relations Manager (remote work, ~12hrs/wk) Crossword Hobbyist

Company Description
Begun in 2012, Crossword Hobbyist (https://crosswordhobbyist.com) and My Word Search (https://mywordsearch.com) are the best way to make crossword puzzles and word searches online. Our newest tool, My Worksheet Maker (https://myworksheetmaker.com), helps teachers make many other worksheets as well. We are an all-remote team comprised of the company founder, a couple Developers, a part-time Email Specialist, and a part-time Customer Relations Manager (soon to be you!). The Customer Relations Manager is in charge of making sure all customers have what they need, primarily through email-based customer support.
Customer Relations Manager Job Summary
Communication with customers is conducted almost exclusively over email. The Customer Relations Manager will have ownership over all incoming communication to the company, and responsibility for providing prompt support to customers.
  • Respond to email and voicemail messages
  • Investigate and resolve customer issues using our internal customer portal
  • Process refunds
  • Compile and submit chargeback disputes
  • Escalate issues where appropriate
Customer Relations Manager Qualifications
  • Be among the most reliable people I’ve ever met
  • Self-motivated and self-directed
  • Excellent written communication skills
  • 1+ year(s) experience in a dedicated customer support role (food service does not count)
  • Bachelor’s degree, 3.0+ GPA
  • Experience in banking or handling payment transactions preferred
Compensation
$600/month, with a target $1500 bonus after 1 year if your average “first reply time” is under 12 hours.
Fit
This position is not a good fit for everyone. This section should make you feel excited! If it makes you feel concerned, this is probably not the right position for you.
The job is all remote work, ~10-15 hrs/wk in fall-winter-spring and ~4 hrs/wk in summer. You are expected to maintain an average “first reply time” under 12 hours, and no customer waiting more than 24 hours. You have full flexibility on your scheduling to get this done.
To succeed, you will need to be comfortable checking the customer support queue multiple times per day, 365 days per year.
The person who currently holds the role (who will train you) has maintained an average “first reply time” over the past year of 8 hours, so the job is comfortably doable -- it’s just important that you’ll be happy with this sort of schedule.
Applying
Please include in your cover letter why you will be excellent in this position, both in terms of your qualifications and in terms of the fit.

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