SuperHi

Customer Specialist

Job Added: 03 February 2020
Applications Close: 19 March 2020
Level: Junior
Contract: Full Time
Based: Remote
Salary: Undisclosed
Website: superhi.com
Twitter: @superhi_

We’re looking for a customer support & community manager to join our team. You’ll be a primary touchpoint of customer support at SuperHi, and will plan and implement community engagement strategies to help us grow. If you are a tech-savvy professional, feel comfortable around social media, and identify as a ‘people person’ and a doer, we would like to meet you


Who are SuperHi?

We create online courses and tools that make learning new skills easier. SuperHi’s mission is to give creative and curious people the tools and techniques to bring ideas and work to life online. We teach practical skills and build our students confidence in code, design, and managing digital projects successfully (+ more to come). We think that education should be accessible to all, whatever your financial situation; that we won’t know how good technology can be until everyone has equal chance to participate; that diverse backgrounds and experiences working in the creative industries is crucial; that complementing whatever you're good at with new skills is a clear advantage; and that learning should be practical, fun as well as stress-free for the best chance to make it stick. We think that we should all work harder to ensure skillsets are distributed representatively in the creative and tech industries. We're proud and humbled that our current students are 51% female, 1% non-binary and 48% male from a wide range of backgrounds and over eighty countries. They make amazing things and we also get better learning outcomes because we're online-first. We’re a proudly remote team with people located in New York, London, Inverness, Toronto, Stockholm, Lisbon and Vancouver.

You’ll have direct engagement with our community. Your daily tasks will be providing customer support, as well as planning and implementing community strategies that look to elevate SuperHi’s wonderful community.

Our ideal candidate has exceptional oral and written communication skills and is able to develop engaging strategies and conversations.

This is a remote role though we're ideally looking for candidates between UTC-5 (East coast USA) to UTC+1 (Central European Time) to overlap with who you'll be working with.

Some of the responsibilities you’ll have

  • The bulk of your day will involve responding to comments and customer queries in a timely manner. You'll be the primary touchpoint for students at SuperHi, acting as the face and voice of the company to support our customers and community in their learning goals.

  • This includes answering Tier 1 CS level support queries, which involves tasks like: guiding students in choosing the right course for them, cultivation of leads and sales, putting together bundle offers, generating and sending invoices, payment plans, issuing refunds, adding people to our Admin Tool, changing courses dates, helping people resolve technical issues such as merging accounts, inability to access to courses, issuing certificates of completion, etc.

  • Keeping our Knowledge Base Documentation up to date.

  • Keeping our Intercom metrics in check and finding ways to improve performance that aligns with company’s goals.

  • Maintaining an active presence in SuperHi’s Slack channels.

  • Locating and engaging advocates within the community to foster dialogue.

  • Planning and implementing community dynamics to scale engagement.

  • Extracting community insights and recommending strategies to help achieve marketing goals.

  • Assisting with the planning and implementation of our social media strategy and marketing campaigns.

  • Administrating SuperHi’s social media communities: monitoring of social feeds and engaging with followers.

  • Being open to supporting other areas (we’re a small team so often help outside our core specialisms).

Requirements

  • Strong communication skills in English (both verbal and written). Communication skills in other languages is a plus.

  • Genuine interest in people - you love engaging with and learning about others!

  • Knowledge of engagement metrics

  • Attention to detail – your cover letter should include the word “watermelon” somewhere – and ability to multitask.

  • Interest in online learning.

  • Enjoys working in a team.

  • Willing to try and test new processes and methods.

  • Self-motivated & self-managing with exceptional time management skills.

  • Positive and friendly attitude.

  • Strong interest and commitment to growing in a customer support and community role - this is what you love to do!

Desirable

  • Experience working remotely.

  • Experience working in a growing startup environment.

  • Proven work experience as a community manager and/or social media manager.

  • Experience launching community initiatives (e.g. building an online forum, launching an ambassador program, organizing an event or writing an email newsletter).

  • An understanding of front-end code, UX, design and/or digital marketing.

Employment details

  • We offer competitive salary.

  • We offer health, dental and vision insurance for US-based employees.

  • We offer a stipend to get a workspace local to you if you prefer not to work at home.

  • Paid sick and vacation days.

  • Company provided equipment (laptop, screens, standing desks, etc).

  • Annual education budget.

  • Annual work together budget.

  • Annual vacation bonus (we want you to take time off!).

  • Annual health + fitness budget.

We are an equal opportunities employer and we welcome anyone of any gender, race, sexuality, ability, background, age, etc. to apply. Diversity and inclusion is very important to SuperHi – our students come from all walks of life and our team should reflect that too.

How to apply

If this role sounds interesting and fun to you, please apply by emailing to [email protected] with the subject line "Customer Specialist".