Customer Support Specialist

Customer Support Specialist

Location: Remote
Type: Contractor, 20 hours per week

Salary: Competitive, based on experience

About the Role:
As the Customer Support Specialist, you are the front line of client success. You ensure every interaction with our customers is smooth, professional, and leaves them feeling supported and valued.

Your role is all about managing details, following up with care, and maintaining systems that enable our team to deliver a 10/10 experience. You will work closely with Lola Rizvani and the delivery team to provide top-tier customer support while maintaining an organized and efficient backend.

You’ll also play a key role in uploading training materials, managing wins, and keeping our client success systems running like clockwork. Using simple tools (training provided) and a proactive mindset, you’ll ensure every detail contributes to a seamless experience for our clients.
You thrive on solving problems, making customers happy, and ensuring that no detail is overlooked.

Why This Matters:
Your role is pivotal to creating a seamless and exceptional experience for our customers. When clients feel supported and valued, they stay longer, engage more deeply, and achieve better results. By managing details, ensuring training resources and wins are well-organized, and keeping our systems running smoothly, you enable our team to deliver world-class support and experiences.

Key Responsibilities:
Customer Success:
Respond promptly and empathetically to customer inquiries via email, chat, and support platforms.
Check in with clients proactively to ensure they are engaged and making progress in their journey.
Assist with onboarding new clients, providing clear instructions and creating a welcoming experience.
Troubleshoot basic technical issues and escalate more complex concerns to the appropriate team member.

Payment Follow-Up:
Monitor overdue payments and follow up with clients in a professional, friendly tone to resolve issues.
Liaise with clients to update payment details as needed.
Maintain accurate records of payment follow-ups and coordinate with the finance team to ensure smooth payment processes.

System Management (GHL):
Use GHL (Go High Level) to manage customer profiles, update records, and track client progress.
Ensure automations and workflows are functioning correctly, flagging and resolving issues proactively.
Maintain a well-organized CRM with up-to-date data and detailed notes on client interactions.

Portal & Training Management:
Upload training materials to the client portal, ensuring all videos and resources are correctly labeled and accessible.
Use simple video editing tools to trim, format, or adjust training videos as needed (training provided).
Leverage ChatGPT to generate summaries, captions, or descriptions for training materials.
Test uploaded materials to ensure seamless functionality for clients.

Wins Management:
Collect win screenshots from Facebook groups, Slack channels, and other sources.
Upload win screenshots to the Wins Channel and organize them into the ClickUp Wins Folder for easy access.
Ensure all wins are cataloged promptly and accurately for marketing and team celebration purposes.

Team Collaboration:
Work closely with Lola and the delivery team to ensure alignment on customer needs and priorities.
Share regular updates on client success metrics and escalate any challenges that require attention.
Assist with creating and maintaining documentation for customer support processes.

Daily Task Management:
Respond to all customer inquiries and support tickets promptly.
Upload training videos and materials to the client portal.
Collect, organize, and upload win screenshots to the Wins Channel and ClickUp.
Proactively check systems like GHL to ensure client workflows are running smoothly and efficiently.

Representation and Communication:
Be the One to Move Things Forward: If communications are stalled without resolution, step in and push things toward completion. Your role is to ensure progress, not delays.

Update CRM: Keep all client notes, progress updates, and files accurate and up-to-date to support seamless service.
Communicate Clearly and Proactively: Whether it’s a client inquiry or an internal update, deliver concise, clear, and timely communication to keep everyone aligned.
Represent with Professionalism: As the first point of contact for clients, you embody our values of care, professionalism, and support in every interaction.

Regular Deliverables:
Daily:
Respond to customer inquiries across all support channels.
Upload training videos and materials to the client portal.
Collect and upload win screenshots to the Wins Channel and ClickUp.
Proactively monitor and resolve workflow or automation issues in GHL.

Weekly:
Follow up on overdue payments and provide a report to the finance team.
Collaborate with Lola in team check-ins to discuss client progress and concerns.
Transcribe weekly Zoom call to identify pain points and potential marketing material

Monthly:
Conduct a CRM audit to ensure all client data is accurate and complete.
Assist in preparing customer success metrics and reports for leadership review.
Audit the training portal to ensure materials are up-to-date and functioning correctly.

KPIs for Success:
All support tickets are resolved within 24 hours.
100?curacy of client data in GHL and CRM systems.
95% of overdue payments are resolved within the month.
Customer satisfaction ratings consistently exceed 9/10.
Wins are uploaded to the Wins Channel and ClickUp within 24 hours of collection.
Training materials are uploaded and accessible within 24 hours of receiving them.

What Success Looks Like:
Clients rave about their experience and feel supported every step of the way.
Payments are up to date, with overdue follow-ups handled efficiently and professionally.
The CRM, portal, and wins folder are organized, accurate, and up-to-date, making life easier for both clients and the team.
Lola and the delivery team feel empowered and supported because you’re managing the details with precision.

What You’ll Bring:
A customer-first mindset, with a commitment to delivering exceptional experiences.
Impeccable attention to detail and organizational skills.
Familiarity with GHL (Go High Level) or similar systems (or the ability to learn quickly).
Tech-savvy, with a willingness to learn simple video editing and ChatGPT tools.
Excellent communication skills and the ability to maintain a friendly, professional tone.
A proactive, self-motivated attitude with the ability to work independently and collaboratively.

The Details:
Title: Customer Support Specialist
Location: Remote (Preferably based in the Philippines)
Hours: 20–30 hours per week (flexible based on workload)
Start Date: ASAP
Salary: Competitive, based on experience