Customer Care Specialist

Position Overview

This position’s primary focus is to provide an excellent experience for our community. The goal for this position is to take ownership of customer (and prospective customer) issues and follow problems through to resolution with the intention of increasing conversions, satisfaction, loyalty, and retention.

The Customer Support Specialist position is an advocate on behalf of our company to our members by representing the business on a very personal level. The position is also an advocate on behalf of our customers by monitoring conversations and providing feedback to our company.

Hours/Place of Work

This is a remote, part-time position and involves working Monday – Friday. This position reports directly to our Operations Director while also working closely with other key members of the team.

This is a role that we will be starting at 10-15 hours per week and with the right candidate, we'd like to grow this position into 20-30 hours per week.

MUST be able to work between the hours of 9am – 5pm EST

During launch periods (typically a maximum of two weeks at a time, once per year), the whole team goes into the all-hands-on-deck mode. This means working evenings and weekends until the job is done, and it may even mean doing tasks that aren’t normally contained within the job description of this role. For many, this can be some of the most challenging and rewarding work that we do.

Duties and Responsibilities

Our Customer Experience Specialist will primarily be responsible for:
Monitoring submissions via our support portal to promptly assist, solve, or support members through a question or problem (We use Freshdesk as our support portal).
Tech support for our online courses that our clients are going through and implementing.
Monitoring and supporting communication via Direct Messages on Facebook and Instagram.
Monitoring and supporting communication via comments on Facebook, Instagram and YouTube
Serving as the customer’s cheerleader and collecting and sharing customer “wins” with the team.
Developing a help center for commonly asked questions.
Staying up-to-date on new episodes of the “Wired To Crush It” podcast episodes and all Team Aliza’s training courses.
Gathering testimonials and feedback submitted into the support portal and online communities.
Developing and enforcing customer service guidelines and policies throughout the team.
Creating solutions and new ideas for issues and broken processes based on customer feedback.
Identifying and tracking relevant metrics related to refunds and retention.
Reporting any change of sentiment, content suggestion, or customer feedback to the proper team member.
Collecting and handling online payments
Managing any billing chargeback rebuttals
Resolving and documenting any refund requests

If you have experience in the following areas, it’s a PLUS!

You have experience with customer support.
You have experience with billing related tasks.
You have experience with WordPress
You have experience using Google Workspace, Dropbox, Slack, and Freshdesk.

Skills and Abilities

You are a strong fit for this position if the statements below are true for you:
You fully embrace technology and dive into any opportunity to learn new systems and ways of doing things.
You delight in the details and you don't let little things slip.
You make it your mission to find ways to make other people happy.
You are comfortable working in a high-intensity environment.
Your personal and professional relationships are incredibly important to you and you find great value in staying connected.
You would never utter the words “That's not my job” — instead you always jump in to help, no matter what.
You welcome the opportunity to work on your own, but can easily switch gears to work inside a team.
You are inherently compassionate and believe that most people are doing the very best they can.
You have experience in customer support.
You're an effective communicator, especially in writing.
Your grammar and writing skills are top notch.
You’re organized and love systems and processes.

Although we permit “side gigs” / work outside this role, it must not compete or overlap with the work we do, or interfere with your role and responsibilities within the team. Any consulting, coaching or side gigs related to marketing, business building or entrepreneurship are not permitted. This allows us to project a united front, show that we are in this together as one business, and have the greatest possible impact.

Application Instructions

Serious, long term applications only please.

If you’d like to be considered for this role please submit the following via email to tanya@tanyaaliza.com:

Cover letter and PDF of your resume

Answers to the following questions via email:

Why do you think you are the best fit for this position?
How many hours per week are you available between the hours of 9am and 5pm EST?
Please share your experience and list of skills that you have that are related to this job.
Would you be willing to go through a 2 week training program at an agreed project rate to get prepared for all your duties in this role?
What online tools do you have experience using that would support this position?
Are there any other skills that you currently have that we should know about that would serve this role?
How did you learn about this position?

Compensation: $12-$15/hr USD, based on experience

What to learn a little bit more about us? Keep reading!

More About Team Aliza

What We Do

We empower entrepreneurs to build profitable online businesses that bring creative, professional, and personal freedom.

In everything we do, we aim to inspire confidence and action. Our signature service is helping budding entrepreneurs break free in the areas of business that were once holding them back. We give them tangible proof that small actions every day build a business worth creating and a life guided by their own design.

We lead a fun-loving, dedicated team that is committed to excellence, always sees the upside to any situation and maintains the strength and flexibility to change course as our business evolves.

Meet Tanya

You might know Tanya Aliza from her YouTube Channel or “Wired To Crush It” podcast, or from the courses and webinars she offers to help entrepreneurs build their business through social media and online marketing strategies.

Our Team Values

Lead with Integrity and Honesty

When we show up internally within the team and externally with our community, we are leading with integrity and honesty. We do what we say we’re going to do and we don’t exaggerate or hype up the situation. We keep it real and we care about giving our community real results.

Momentum in the Process

The team should be focused on momentum and growth. Momentum is created through processes. We constantly need to be thinking about how we can create, refine and document our processes for momentum. This is something each team member is responsible for. When there is a breakdown or problem in the company, we should be asking “What's the breakdown in the process and how can I fix it?”

Execute With Excellence, Simplicity & Growth

Your Excellence is the BEST that you can do. When creating strategies, problem solving or executing, ask yourself ‘What’s the most effective and efficient way to execute/create this process? WHILE also keeping a clear vision on keeping it simple and serving the company’s growth goals”
Long term, sustainable growth can only happen through simple and effective processes that drive towards the company goals.

Encourage Success & Support With Love

Within the team and with our community, we want to constantly be cheering each other on and celebrating all the effort and wins. We strive to make people feel good. We support each other with love and we don’t let people quit on themselves. When someone is having a bad day or they’re struggling with something, we show support in helping them get to where they want to go. We don’t quit on them and they don’t quit on us!

Team Aliza Perks

Did we forget to mention all of the Team Aliza perks? We're fast-paced and rapidly growing. Our small but mighty team is full of talented and motivated individuals who enjoy coming into work. But these awesome perks help just a little too:

The Benefits:

Competitive compensation/bonuses along with ample company holidays.
Never work on your birthday again! Hit the beach or the spa, we don’t care what you do, just don’t come to work!
Guilt free Rest & Relaxation. Thinking about going on a holiday or just need some self care? Just give the team 2 weeks notice to prepare and take that guilt free time off. (within reason, we still need you, but we want you to be fresh and re-charged)
You get to work from home (or anywhere that has good internet)!

The Team:

What can we say? We really like each other! From monthly team building events and happy hours, to annual team trips, we like to work hard and play hard!
Plus you’ll be workin’ for boss lady Tanya Aliza! (Did you know she’s won all sorts of marketing awards and accolades?)