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Customer Support
About the Job
This is a remote role with a remote team. There is flexibility in the structure of the working arrangement, ranging from part-time contractor to full-time salaried employee.
Compensation will range between $60-100K+ based on ability, see below.
At CoachAccountable I am SUPER proud of the support we give to our customers: accessible, friendly, empowered, insightful and patient. We’re highly responsive and able to expertly (and quickly) resolve issues and clear up confusion, and happy to hop on a call in service of our customers learning how to get to most out of our platform.
As part of that support team you are a great writer, clear communicator, empathetic teacher, and savvy sleuth able to quickly and accurately hone in on the real issue.
About Us
CoachAccountable has been building and evolving a platform to elevate the work of coaches for 12 years and counting. Fully bootstrapped and happily profitable, we don’t answer to anyone but ourselves and our customers. The platform is essentially bug free (because I obsessively fix whatever is wrong within minutes), so our support team spends a lot more time delighting folks than apologizing to them.
Qualifications
You must be eligible to work in the US (because legalities), and residing in the continental US (because time zones).
Like the minimum height signage posted at the entrance to the line for a roller coaster, "You must be this intelligent to ride this ride".
Yes, intelligence comes in many forms. The one required here is the ability to self-discover the answers to the questions that arise. This comes down to two skills:
- Consulting the manual to find answers
- Experimenting in the app itself to figure things out
In other words, a candidate who is able to independently learn the ins-and-outs of the system efficiently will have a severe advantage over those who requires hands-on training for every single type of question that comes our way.
Strong skills of a computer-based knowledge worker are table stakes: swift and accurate typing, fluency with keyboard shortcuts (we paste a lot of links), organization and attention to detail.
The Rungs of the Role
This support role offers the following growth trajectory:
Level 1 - Support via Email. This is the stuff of fielding incoming support tickets. Doing this well is the stuff of having attention to detail and being a clear communicator, a domain expert, and a helpful teacher. One must be able to reliably deliver 4- and 5-star grade responses to tickets that come in.
Level 2 - Live Hand Holding. This is the stuff of being willing and able to get on a video call with a customer to show them around, answer questions, assist with a setup, and/or troubleshoot an issue. Because it's live one doesn't have the luxury of figuring things out on the fly, general fluency is required. Doing this well is the stuff of being a camera-ready professional, deeply knowledgeable, and personable.
Level 3 - Outreach and Demos. This is the stuff of proactively greeting folks who have newly signed up and offering to show them around, as well as being ready and able to conduct demos. Doing this well is the stuff of intent listening and empathy, and being an effective consultant: letting someone know and experience that CA can solve their problems (when indeed it can), or letting them know that it can't.
Level 4 - Content Creation. This is the stuff of creating media (e.g. articles and videos) that are share-ready and evergreen resources for teaching and showcasing. Doing this well is the stuff of clear and creative writing and delivery, and must stem from deep awareness of what's worth doing and how to have it resonate.
A viable candidate must be able to reliably deliver on the more basic inquiries of Level 1 almost immediately, and must be credibly able to deliver at Level 2 given benefit of domain fluency.
Ability and ambition to perform at Levels 3 and 4 are not required but are instead presented here to be clear of the opportunities for growth in this role. The more levels one can deliver at, the more valuable you are and thus the higher you will be paid. One proficient at Levels 1 and 2 can expect between $60-$90K salary. Level 3 proficiency guarantees a salary that is north of $100K.
How to Apply
I'm looking for two things:
One, I would like a brief introduction that includes your relevant background. Share what you see to bring to the role and evidence to back it up.
Two, I would like you to pretend that it's your first day and you got the following questions in the support ticket queue:
1. How do I set things up for a prospective client to schedule with me?2. I set up an Company account and have an associated client account set up under it. I've issued an invoice, but the client is unable to pay the invoice online with a credit card. I've connected my Stripe account and other clients can pay online, so I'm not sure what's going on. Please advise.3. I set up my availability for plenty of slots Monday through Friday. But when I preview it for my Quick Check In call, it only shows times open for the next week or so. My other Appointment Types allow booking further out. What am I doing wrong?
Answer them, noting and including a footnote of how long you took on each. Be honest with your times, for they will be relevant later in the hiring process. And note that if the total time you took with these is more than an hour (not counting whatever time you took to get settled into the task) this job isn't for you.
Send your intro and answers to me in an email to john@coachaccountable.com, subject line "Customer Support Application", and we'll go from there.
I look forward to hearing from you.
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CoachAccountable is lovingly crafted in Denver, Colorado by some guy.
CoachAccountable is lovingly crafted in Denver, Colorado by some guy.