We are looking for a compassionate, reliable, and highly organized Customer Success & Community Support Specialist to join our team on a full-time basis.
This role is ideal for someone who is confident communicating with customers, comfortable working in a fast-paced environment, and able to respond to sensitive situations with empathy, professionalism, and care.
The Customer Success & Community Support Specialist will work closely with our Customer Service team to answer inquiries, moderate our online communities, and help ensure our students and members feel supported throughout their experience with our platform.
This position is approximately 30 to 35 hours per week and requires someone who is dependable, efficient, comfortable managing time-sensitive priorities, and familiar with using AI tools to support certain day-to-day tasks.
Key Responsibilities:
- Respond to customer and student inquiries via email in a timely, professional, and supportive manner.
- Provide clear and compassionate assistance to members experiencing a wide range of personal, emotional, and relationship-related challenges.
- Help customers navigate the platform, memberships, programs, events, and other general support inquiries.
- Moderate our online community platform and Facebook members group.
- Review community posts and comments to help maintain a safe, respectful, and supportive environment.
- Respond appropriately to sensitive community situations and escalate concerns to the appropriate team member when needed.
- Support the Customer Service team with day-to-day administrative and customer success tasks.
- Maintain accurate information and organized records using Microsoft Word and Excel.
- Use AI tools for designated tasks, such as assisting with drafting, organizing information, streamlining workflows, and supporting team efficiency while following internal guidelines.
- Assist with tracking customer inquiries, recurring concerns, and other information that may help improve the overall member experience.
- Communicate effectively with internal team members when an issue requires additional support or follow-up.
- Manage multiple tasks efficiently while meeting deadlines and responding to time-sensitive requests.
- Maintain confidentiality and professionalism when handling sensitive customer information and conversations.
- Work on the high-ticket failed payments project: contact all students in the failed payment backlog using the Failed Payment Email Templates. Track payment updates and recovered payments.
- Monitor the Failed payment channel for new failed payments going forward, and work with students to recover payments. Maintain payment/failed payment spreadsheet
- Attend, and eventually host, the weekly Friday Welcome Session
- Conduct video support calls with students as needed
- Answer customer queries in CRM and schedule/reschedule appointment bookings where applicable.
What we are looking for -
The ideal candidate will be:
- Compassionate, patient, and emotionally intelligent.
- A strong written communicator who can respond to customers with warmth, clarity, and professionalism.
- Comfortable communicating with individuals who may be experiencing highly emotional or difficult situations.
- Able to remain calm, grounded, and professional when responding to sensitive inquiries.
- Reliable and consistent, with strong follow-through.
- Highly organized and able to prioritize tasks effectively.
- Comfortable working in a fast-paced environment where requests may be time-sensitive.
- Able to work independently while also collaborating closely with a team.
- Detail-oriented and able to follow established processes and procedures.
- Comfortable moderating online communities and maintaining community guidelines.
- Proficient in G Suite tools
- Familiar and comfortable with AI tools and able to use them efficiently for assigned tasks.
- Able to review AI-assisted work carefully for accuracy, tone, and appropriateness before it is used or shared.
- Comfortable learning new platforms, systems, customer service tools, and evolving AI technologies.
Important Qualities for this role -
Because many of our students come to our platform looking for support while navigating deeply personal experiences, we are looking for someone who can communicate with genuine empathy without becoming overwhelmed by emotionally sensitive conversations.
The right person will understand the importance of listening, validating concerns, communicating respectfully, and knowing when a situation should be escalated rather than attempting to provide advice outside the scope of the Customer Success role.
We are looking for someone who genuinely cares about creating a positive customer experience and helping members feel heard, respected, and supported. They should also be comfortable using technology and AI responsibly to improve efficiency without sacrificing the human, compassionate approach that is essential to this role.
Pay: $20 to $21 per hour.
Type : 3-month contract with a possibility of becoming permanent (based on performance and business needs)
