We're hiring! As our Community Happiness Specialist, you’ll be focused on customer communications and also have many opportunities to learn and grow in new areas with our team.
What You’ll be Doing In this Role:
- Performing as an active and responsible member of the Community Happiness team responsible for all customer support functions
- Communicating with rawkstars (aka: customers) via email, social media and blog comments in a professional manner
- Collaborating with the team on way to continue improving our customer’s journey
- Helping to act as the “voice of the customer” to others within the SGS organization to ensure that we’re constantly improving our business based on serving our customers
- Delivering outstanding, practiced support to our customers and community; taking ownership of regular customer service tasks
- Adhering to SGS processes for communicating with customers and able to resolve billing issues and related matters. Seeing all matters through, start to finish
Reading this makes you say, “WHOA — that’s ME!”:
- You understand that keeping customers happy means truly understanding their needs and challenges
- You're a great communicator via email. Your writing skills are solid grammatically. Your spelling is solid. You can write succinctly and naturally go back and edit anything you text or write before sending.
- You have customer service experience and understand the joys and challenges of working with customers in a sensitive, empathetic manner
- You have hours of uninterrupted time at home and able to focus on work
- You love troubleshooting and facing challenges head on
- You're tech savvy and quick to learn new software programs (We use WordPress, Klaviyo, Stripe, Shopify, HelpScout)
- You love simplifying systems, processes, and communication flows wherever possible
- You have experience with web and billing automation involving CRM/email/billing systems
- You’re an effective, clear communicator in all formats
- You have a knack for finding ways to optimize and improve everything you’re involved with
- You’re practically always on time (or early) and strive to deliver ahead of deadlines
- You care deeply about your work, colleagues, and the well-being of the company
- You’re not (overly) attached to your ego — you’re focused on finding, developing, and executing on the best ideas to get the best results
- You’re 10,000% comfortable working in a virtual environment
- You do whatever it takes and the phrase “That’s not my job” is not a part of your vocabulary
- You’re a born GO GETTER — always looking for ways to add value, do better work, improve efficiencies, build others up, and make the world a better place
Necessary Skills:
- Strong background in performing customer service-related tasks in a thoughtful and purposeful manner
- High intrinsic motivation to serve others and work intelligently through customer-related communications, issues and billing-related matters
- A positive, high energy and customer centric/solution oriented mentality
- Excellent listening, problem-solving and organizational skills
- Strong verbal and written communication skills
- Strong problem solving and critical-thinking capability
- Ability to adapt and be agile as needed in a fast-paced, growing environment
- Attention to detail
- Experience working remotely preferred
This position is not for you if:
- You have personal drama
- You don’t like working with customers and improving their experience
- You don’t have a passion for improving customer service processes
- You don’t really commit wholeheartedly to anything
- You don’t like marketing, sales, technology or being the best
- You think eating plant-based is weird
- You have no sense of humor
- You don’t live and work within the United States
The nitty gritty:
- This is a part-time virtual position working with our virtual team. You’ll have full autonomy over where you work and what you wear.
- You'll work 2 hours daily, M-F with the chance to work an additional 1-2 hours a day when opportunities arise.
- You'll work an occasional weekend (once a quarter) when we have a special promotion
Community Happiness Support
Expectations:
- Assists with community support via our inboxes, comments, and conversations across the brand platforms. Ex: help canceling their subscription, forgot their password, want recipe inspiration, advice on tweaking a recipe, question about a product, etc.
- Build relationships with both current and potential customers.
- Leave detailed notes/ communicate with afternoon support regarding any open issues.
- Notify team if there’s an influx of issues (ex: link is broken, website down, email didn’t deliver).
- Understand all details of our current launches, products and promotions to be able to help customers swiftly and accurately.
Qualifications:
- Passionate about helping others fuel their passions w/ plant-based recipes
- Deeply caring and able to express it via the written word with our community
- Thinks creatively and willing to offer solutions outside the box to support our rawkstars
- Confident with online platforms (ex: gmail, google forms, facebook groups, and quick to learn new programs like Rawk the Year).
- Must have own computer, strong wifi and a secure network.
Apply below:
- Strong background in performing customer service-related tasks in a thoughtful and purposeful manner
- High intrinsic motivation to serve others and work intelligently through customer-related communications, issues and billing-related matters
- A positive, high energy and customer centric/solution oriented mentality
- Excellent listening, problem-solving and organizational skills
- Ability to write comprehensive reports and work with cross-functional teams
- Strong verbal and written communication skills
- Software experience with HelpScout, Zendesk, or other helpdesk platforms, billing software and CRM experience
- Strong problem solving and critical-thinking capability
- Ability to adapt and be agile as needed in a fast-paced, growing environment
- Attention to detail
- Experience working remotely preferred
This position is not for you if:
- You have personal drama
- You don’t like working with customers and improving their experience
- You don’t have a passion for improving customer service processes
- You don’t really commit wholeheartedly to anything
- You don’t like marketing, sales, technology or being the best
- You think self-help is weird
- You have no sense of humor
- You don’t live and work within the United States
The nitty gritty:
- This is a full-time virtual position working with our virtual team. You’ll have full autonomy over where you work, what you wear and which pet sits at your feet
- Paid medical and dental insurance, plus $1,500 HSA deposit
- Vision insurance
- Flexible Spending Account for health insurance and childcare
- 4 weeks company closure time off (exact dates determined by company)
- 10 days PTO
- Paid holidays
- 5 sick days
- 3 personal holidays to use as you choose
- 401(k) with company match and profit sharing
- Paid parental leave
- Colleagues who will make you laugh and support you every step of the way
Community Happiness Support
Expectations:
- Part-time: 2 hours a day, Monday-Friday, plus two weekends each quarter.
- Location: Remote, ideally based in the US (the company works on Eastern Time)
- Hours may slightly vary based on inbox activity. Expect to work a minimum of 2 hours each day, Monday-Friday.
Expectations:
- Assists with community support via our inboxes, comments, and conversations across the brand platforms. Ex: help canceling their subscription, forgot their password, want recipe inspiration, advice on tweaking a recipe, question about a product, etc.
- Build relationships with both current and potential customers.
- Leave detailed notes/ communicate with afternoon support regarding any open issues.
- Notify team if there’s an influx of issues (ex: link is broken, website down, email didn’t deliver).
- Understand all details of our current launches, products and promotions to be able to help customers swiftly and accurately.
Qualifications:
- Passionate about helping others fuel their passions w/ plant-based recipes
- Deeply caring and able to express it via the written word with our community
- Thinks creatively and willing to offer solutions outside the box to support our rawkstars
- Confident with online platforms (ex: gmail, google forms, facebook groups, and quick to learn new programs like Rawk the Year).
- Must have own computer, strong wifi and a secure network.