Nathalie Lussier Media, Inc. is looking for a Customer Success Specialist to work alongside a fun, creative, and loving business strategist in our rapidly growing company, based in Aubrey, TX. We pride ourselves on exceptional customer service, combining digital strategy and real-world empathy, and setting bold business goals to reach.
This is a full-time employee position, beginning with a two-week trial to ensure a good fit. While this is a virtual, work-from-home position, it is not short-term. We are committed to building a world-class team culture, and want someone equally dedicated who will grow with us for many years. We’re a heart-centered team of dedicated, disciplined A-players and we need you to be too. If the potential for more ownership and room to grow into the team sounds exciting, keep reading.
Some of the things you’ll be expected to take charge of include: answering technical support questions; helping customers with the set-up and integration of our products on their websites; evangelizing product features; assisting in the creation of training materials and product documentation; working as an integral part of the team to create and provide support for products and programs our customers will love.
Your role and tasks will expand and change as the company evolves and grows. This is an entrepreneurial environment and things move quickly!
DUTIES AND RESPONSIBILITIES:
The core of this position centers around providing excellent, personalized technical support to our customers and fostering long-term relationships with our client base. Here are some of the specifics of the role:
- Assist customers with all technical support issues related to our software product line, including AccessAlly, PopupAlly Pro, ProgressAlly, WebinarAlly, and additional products as they are launched.
- Respond in a timely manner to customer questions, with the goal of reaching inbox zero daily.
- Foster long-term relationships with customers to retain and grow our customer base.
- Perform with grace under pressure and maintain composure and friendliness even when dealing with frustrated or impatient users.
- Help document product features and create video tutorials aimed at existing and new customers to evangelize products.
- Work independently with minimal daily oversight, while also contributing to and collaborating with a close-knit team.
- Identify, brainstorm, and initiate opportunities to improve or expand training materials, including but not limited to our support database, video and text tutorials, integration and set-up guides, and original webinars and online courses.
- Answer questions in our Facebook communities, making sure that everyone feels heard.
- Spot trends in support questions to make product feature recommendations.
WHAT YOU NEED TO KNOW ABOUT YOUR NEW BOSS:
My motto is: “Ideas have a shelf life. Use them before they expire.” There will be times where a new project needs to happen within weeks, and other times where we’re working on something taking place 6 months out.
My time and energy is precious and I’ll need you to uphold strong boundaries, and discern what needs my attention and what you can handle on your own.
I’m a Type A with a lot of heart, and I care equally about your happiness and getting results.
I’m risk averse, and I trust my intuition in business, so you might find that we change our plans when I get a gut feeling to do so.
I keep my commitments and pay my bills on time.
I spend my money wisely, and re-invest into the business.
I appreciate fast communication turnaround time, but I generally prefer to take week-ends off and recommend you do the same.
HOW TO APPLY:
In the cover letter field provided please answer the following questions:
- “If I could be any animal, I’d be a(n)… because…” (all standard, boring cover letters will be rejected).
- Give me two examples of how you helped someone with a difficult problem – one where the interaction was totally positive, and one where there was some conflict (and how you resolved it).
- Tell me what great movies you’ve seen recently, and why you liked them.
- Tell me why this position interests you.
- Tell me why – very specifically – you want to work for me. What do you think I can offer you (besides a paycheck)?
Requirements:
QUALITIES AND SKILLS WE’RE LOOKING FOR::
- Mastery of the WordPress platform and general understanding of plugin inner workings
- College degree or equivalent experience in a related field
- 2-3 years in a customer support role
- Self-starting, highly motivated
- A naturally gracious and patient – but thick-skinned – demeanor
- Excellent writing and interpersonal skills
- Software development experience, with a proven ability to understand the tech side (even if you’re not a developer)
- Familiarity with the Nathalie Lussier brand and AmbitionAlly products (being a customer/user is a major plus!)
AmbitionAlly is a tight-knit company with remote team members across the US, Canada, and abroad and it’s growing quickly, which means that a fast pace and constant communication is key.
Benefits:
PERKS:
This is a high personal growth environment where lots of learning happens, so if you love learning you will be not be bored!
Join a fun, creative crackerjack team of go-getters… and work from the comfort of your own home, bunny slippers and all.
AmbitionAlly is a tight-knit company with remote team members across the US, Canada, and abroad and it’s growing quickly, which means that a fast pace and constant communication is key.
LOCATION:
You can be located anywhere, as long as we’re in compatible timezones to have calls.
Because this role will primarily support our customers, we are looking for the person in this role to work primarily within our support hours of operation which are currently 9am-6pm ET Monday through Friday.
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Please review all application instructions before applying to AmbitionAlly.
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