Customer Success Manager @ MWH

 

We are looking for a Customer Service & Support Legend (preferably with experience working with clients in the online marketing space) to join our growing team and help us provide an exceptional customer experience to our paid customers.

 

You will be working alongside our Executive Assistant and would be responsible for customer support via email & chat plus you will have other various tasks as the business requires.

 

Please do not apply if you do not have experience in customer support

 

We have been in business for over 5 years and run an online marketing academy (membership), mastermind and a popular podcast. At Mums With Hustle, we teach Mums how to start, grow and scale their businesses authentically using specific marketing methods and a proven system. We are an exciting small business and we are growing fast!!! I am looking for someone to help and grow along with us :)

 

You would need to be flexible, be able to work to tight deadlines and have an exceptional level of communication! This would start out with 15-20 hours work per week and build depending on your skills, ability and performance.

 

Responsibilities will include:

  • Managing and triaging the company inbox daily to make sure the team (or you) reply to all emails and nothing goes missed.
  • Reply to customer emails with clear solutions within 24 hours.
  • Managing and Processing membership cancellations (with empathy).
  • Fielding incoming support emails (current and potential customers).
  • Use of Kajabi & Wordpress.
  • Various Scheduling via Zoom, Calendly and Google Calendar.
  • Refining and documenting Customer Support Processes.
  • Track questions and responses for future use.
  • Collect and organise success stories and website bugs on a spreadsheet.
  • Engaging within the community Facebook groups providing support & resources.
  • A willingness to go above and beyond to ensure an exceptional customer service experience that upholds our brand values (if necessary host a Zoom meeting, record a screen flow, get on the phone). 
  • + More as we understand your strengths.

 

Skills and abilities:

  • You live in Australia.
  • You’re a people person! Supporting others and coming up with creative solutions is your jam.
  • You have outstanding communication skills (both written and verbal) — you get people and are great at seeing beneath the surface and getting to the root of an issue.
  • You have previous experience in customer support.
  • You have strong problem solving and decision making skills - You are proactive and solution-oriented.
  • You are detail orientated, organised, creative, and great at measuring results, and meeting deadlines.
  • You have the ability to juggle multiple tasks & projects simultaneously — you get things done and keep promises.
  • You demonstrate a patient and compassionate approach to customer conversations — you’ll be supporting entrepreneurs who are taking big risks, therefore it’s crucial that you take an understanding approach that puts kindness first, always. (Yes, even when you’ve heard the same question 10 times in one day!).
  • You manage the customer experience at MWH and make sure this is upheld by all team other members.
  • You have a commitment to continually learning, improving, and refining our customer service skills.
  • You’re extremely flexible, compassionate, and team oriented — you stay positive and committed to solving problems instead of focusing on them.
  • You are capable and willing to provide strategic insight into how we can use existing assets to create sustainable growth and deeper customer connection.
  • You like to be online every day Monday through Friday, working from wherever there is an internet connection.
  • You love working freelance and are excited to be part of team!
  • You are available for bi-weekly team meetings and can be on slack daily M-F.
  • When challenges arise, you stay positive and committed to solving problems instead of focusing on them.
  • You communicate with honesty and kindness, and in doing so, you create the space for others to do the same.
  • You integrate fun and joy as a way of being and working - you don’t take yourself too seriously.

 

Experience working with online businesses will be looked upon favourably.

 

This role will pay $25 - $30AUD per hour (based on prior experience). At MWH, we believe in rewarding great performance, so this rate can increase over time based on your performance and impact in the business.

 

Systems/Services we use:

Quip, Kajabi, Missive, Help Scout, Wordpress, Slack, Voxer, Keynote, Canva, Zoom + Others.

 

A few things to note:

  • This job us in Australian time (Sydney).
  • A good internet connection is required.
  • A Computer or Laptop is needed (tablets, phones, and other devices are not sufficient).

 

How to apply

Self awareness, personal development and interpersonal skills are highly valued at Mums With Hustle. Therefore we ask that you complete a couple of personality assessments as part of the application process and include screenshots of your results in your cover letter. Any applicants that do not include this phrase will not be considered.

 

Step 1. Take the Enneagram Personality Assessment (note: we cannot see your responses so be 100% YOU. Answer this assessment with your true self in mind (not who you think you should be or what you think we want you to be). Go to http://trueself.io to complete this assessment

 

Step 2. Complete the Myers Briggs Personality Assessment. Answer these questions based on who you naturally are. A great tip is to recall how you were as a child, not necessarily who you have grown into being. This assessment is about your true instinctive nature. Go to http://www.humanmetrics.com/cgi-win/jtypes2.asp .

 

Step 3. Email your test results (screenshot or general results) as well as your resume and cover letter to [email protected] .

 

We look forward to seeing your application.

 

MWH Team