Customer Success Specialist

We are an online music industry company that sells digital products to musicians and singers. Our mission is to make music fun and accessible to EVERYONE :)

Core Job Responsibilities:
1.) Customer support on social media
* Answer questions potential customers may have about our product to help them in their decision to purchase (we have FAQs you can refer to for common questions).
* Address any concerns potential customers have. An example may be customers not receiving their initial purchase email, receipt, access to their login info, etc.
* Respond to any DMs with the same methods as above. If possible, try to redirect them to the support@theartistashley.com emails (which you will become in charge of). This will help minimize DM communication as much as possible so most technical help is through our email.
* Remove any inappropriate comments on all ads as well as organic content to keep the information relevant and helpful to our community.

2.) Customer support via email
* Same as above for social media
* Handle refund requests (experience with both positive AND negative customers is a must)


3.) Sort through social media and emails, screenshot and bring any good reviews to CEO's attention so testimonials can be added to our website/ads to help increase perceived value for potential customers (increase likelihood of purchase).

4.) Grant access to >Facebook communities once purchases have been verified in Kajabi

5.) Must be willing to work at least 1-2 hrs Saturdays and Sundays to keep up with customer demand.

Preferred Experience:
* Past experience in customer success or customer support. We have a high volume of traffic so we need people with solid experience in handling people and ensuring they have a positive experience in our ecosystem.
* Kajabi (Course Host Site Platform)
* Go High Level (CRM)

Bonuses:
* Music Experience Knowledge a Plus (just basic chord knowledge is plenty!)
* Go-Getter - We’d love someone who is innovate and creative who may have ideas to improve administrative duties to make the customer journey and experience even better.
*Experience in sales calls for high cost programs ($$$$).


More responsibilities may come up as time goes on that we can discuss.


NOTE: This has the potential to become full time if we find the right person and the demand is high enough.


***Send a quick 1-2 minute loom saying who you are and why you feel you would be the best fit for this role***