Job Description

Position Overview

Is your superpower interpersonal communication?

Do you have a keen eye for detail?

Are you able to work efficiently while also multi-tasking?

Booming Bookkeeping Business is seeking a full-time Customer Support Specialist to join our team and play a pivotal role in ensuring the success of our program participants.

Booming Bookkeeping Business helps men and women build successful bookkeeping businesses with its course. Students learn about the course through The 5-Day Keyboard Rich Bookkeeping Challenge. As a Customer Support Specialist, bookkeeping knowledge is not necessary. However, it's important to be open to learning some of the answers to frequently asked questions that students may have during the challenge. This willingness to learn will help you provide accurate and helpful responses to their inquiries.

The Customer Support Specialist will be responsible for managing customer communication and community engagement across email, SMS, and Facebook groups. You’ll ensure participants feel supported, valued, and guided as they navigate their challenges. With a lot of moving parts to track and coordinate, this role requires someone who can manage multiple tasks while keeping everything running smoothly. Most of the work is done autonomously and requires a proactive approach. 

You’re the ideal candidate if you excel in customer-facing roles, easily adapting your communication style to suit different personalities. You possess strong organizational and multitasking skills, with a keen attention to detail that allows you to manage complex systems effectively. Your emotional maturity enables you to communicate in a balanced manner—firm yet empathetic—ensuring participants feel both supported and valued. 

If this kind of work excites you and matches your skillset, then you might be a great fit for the Customer Support Specialist role. 

Responsibilities (tasks associated with the role)

Customer Communication and Support

• Manage and respond to customer inquiries via email, SMS, Facebook groups, and other platforms in a helpful, welcoming, and professional tone.
• Proactively address common questions and provide clear, concise, and supportive responses.
• Monitor customer progress through weekly challenges and provide tailored assistance to ensure a positive experience.
• Use a customer centered approach in communication, balancing firmness with empathy and care.
• Respond to sensitive situations, such as opt-outs or billing concerns, efficiently and collaboratively.

Community Engagement

• Serve as a primary point of contact in Facebook groups, fostering a positive and engaged community atmosphere.
• Ensure that customer interactions align with brand values and communication standards.

Operational Coordination

• Track customer progress and interactions across multiple systems, ensuring accurate communication and follow-up across platforms (Facebook, ActiveCampaign, SimpleTexting, Kajabi, and Stripe).
• Collaborate with team members to maintain up-to-date information and avoid gaps in communication.
• Communicate effectively with team members, including sharing critical updates and addressing customer escalations.

System Management

• Maintain and organize customer data within operational systems to ensure seamless tracking and reporting.
• Support billing-related tasks, ensuring proper coordination with the billing specialist (e.g., Stripe).

Requirements (expected proficiencies to excel in this role)

This position is for a person who is/has:

• After the initial training period, you should be comfortable working autonomously & being proactive.
• Experience in customer-facing roles with demonstrated ability to handle different personality types and situations with professionalism.
• Strong multitasking skills and attention to detail, capable of managing multiple communication channels and tracking progress across systems.
• Exceptional interpersonal and communication skills, with emotional maturity and an understanding of tone nuances.
• Proficiency with customer management tools, including ActiveCampaign, SimpleTexting, Kajabi, Stripe, and Facebook Groups.
• Flexibility to work weekends and adjust schedules to meet business needs.
• Ability to maintain a balance between firmness and empathy in customer interactions.
• Proven ability to collaborate with a remote team and ensure clear, consistent communication.

Additional requirements:

• Availability to work M-F, 9 - 6 pm Pacific or Hawaii-Aleutian Time Zone hours, with occasional flexibility for critical periods.
• This role requires flexibility to adjust hours occasionally for vacation and event coverage. Core coverage is essential to ensure consistent support for program participants and smooth operations.
• Experience in community management or operational roles within a fast-paced environment.
• Familiarity with handling escalations and cross-platform customer communications.
• Access to a computer 
• Reliable internet connection
• Reliable and distraction-free work environment
• Bookkeeping knowledge is not necessary. However, it's important to be open to learning some of the answers to frequently asked questions that students may have during the challenge.
• Willingness to learn will help you provide accurate and helpful responses to their inquiries.

Software Utilized by Company

Activecampaign, SimpleTexting, Kajabi, Stripe, Facebook Groups, Voxer, Google Workspace, Zoom, Zapier

Offer Details

This is a full time position. Salary range is $55,000-$60,000 (DOE).

About The Company

Learn more about the company here

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