Wanted: enthusiastic part-time customer support person [Europe hours]
Course Concierge
Hi there,
My name’s Kathryn, and I’m a Managing Producer at Course Concierge. We produce and market online courses for NYT best-selling authors, TED speakers, social media authorities, and those with something to say.
We’re looking for someone who loves helping people to join our Customer Experience Team (our rebranding of “customer support”) on a part-time basis to help with exciting course launches and promotions.
- Would you love to be involved in customer support for an exciting, diverse range of online courses?
- Do you thrive helping and interacting with people?
- Do you love learning new things and having variety in your work?
If so, this could be a perfect opportunity for you.
We’re seeking someone who:
- Enjoys writing (with great attention to detail – all our communication with customers, and most internally, is written);
- Is empathetic and enjoys helping people;
- Is passionate about giving the best possible support to customers;
- Would love a part-time opportunity with the potential of taking on more hours in the future.
The quality of our support to date has been instrumental in our company’s growth (clients being so impressed by our support team they’ve then referred other clients to us), so it’s of the utmost importance to us to continue to uphold high standards.
Our clients are the best in their field – true experts who have something incredible to share. In joining our support team, you’ll (in effect) become part of their team and be responsible for representing their brands. It’s important you’re able to wear many hats, and adopt the right tone and style for each.
In most companies we have observed (sadly) that support becomes an island off the coast of the rest of the company. The rest of the team doesn't interact much with support, and there’s a breakdown of respect and quality. This is deeply discouraging when it happens, and we’ve strived to set ourselves up differently.
We’re looking for someone who can help enthusiastically in keeping Customer Experience at the heart of what we do.
You will be encouraged to ask anyone on the team for anything at all you need, and to bring your ideas and learnings from customer interactions to the table. This close-knit relationship amongst the team is of such importance to us that two and a half years into the company’s founding, anyone in support can still readily contact a co-founder of the company – who regularly still helps draft and edit tricky responses.
Working alongside our Customer Experience Captain, we’ll be counting on you both to serve our customers and keep customers at the forefront of all other team members’ minds.
Key responsibilities of the role:
- Replying to customer emails in our support inboxes (for which we use HelpScout);
- Working with our designers, developers, copywriters, and producers to fix bugs and find solutions to ever improve our courses;
- Moderating course Facebook groups (and suggesting means by which we can improve them);
- Sharing great testimonials and feedback with the team;
- Assisting in writing template responses for course launches (so we’re ready to serve hundreds of customers in a short time span – on a new topic);
- Keeping the team in the loop during launches with daily message board updates.
We’re champions of making sure customers have a great experience with us, from a warm first welcome to being a helping hand throughout – and providing words of encouragement and congratulations when they’re needed.
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We are a remote company, and so you can be based anywhere that will sustainably allow you to work these hours – but with timezones, Europe is likely preferable.
Being based in Europe, you’ll pick up the inboxes each day ahead of our Customer Experience Captain (based in North America), and so will help us achieve calm, near round-the-clock coverage. The position will start at 10–15 hours per week, with the potential to take on more hours around busy periods (new course launches), and as we grow. Pay will be set at a competitive hourly rate.
We will need you to be available in the mornings Monday–Friday (you can work any two hours of your choosing from 9am–2pm GMT). In addition we will require you to work two weekends a month, 11am–5pm GMT (this when things get busy for us), with days off the following week to make up for it.
To apply, simply write back to experience@courseconcierge.com with a short note on why you think you would be a fit for the role. If applicable, please include mention of the best support setup you’ve been a part of with another company, and/or one or two ways in which you would have liked them to manage things differently.
Applicants from all backgrounds are encouraged to apply. Please do not include a CV of any kind – we don’t mind where you went to school (or even that you went), just that you love helping people.
The deadline to apply is October 24th. We’re still a small team and so here won’t be able to get back to everyone. (We can only ask forgiveness that we are busy tending to customers.) If you have made it through to the next round in the application process, expect to hear back no later than October 31st.
Thanks for reading, best of luck, and we look forward to hearing from you,
Kathryn
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