Edtech.com's Summary

Mighty Networks is hiring a Customer Success Advocate. The role involves delivering exceptional support to Mighty Pro users, collaborating with product and development teams to improve the platform, and ensuring customer issues are resolved proactively while fostering strong user relationships.

Highlights

Provide timely, empathetic user support via email, chat, video calls, and social media.
Collaborate with product teams to communicate user feedback and drive product enhancements.
Develop in-depth knowledge of the Mighty Networks platform and features.
Create and maintain support resources such as help articles, tutorial videos, and FAQs.
Manage customer concerns with innovative problem-solving and de-escalation techniques.
Must have 2+ years of experience in customer support or community management.
Proficient with Intercom and experienced working across cross-functional teams.
Strong communication skills with the ability to explain technical concepts to non-technical audiences.
Experience hosting webinars or group sessions and creating documentation and procedures.
Salary range of $50,000 to $65,000 with a competitive benefits package.

Customer Success Advocate Full Description

Company Overview

Since 2017, Mighty Networks has been revolutionizing online connections. We enable creators, entrepreneurs, and brands to build and monetize communities through online courses, paid memberships, challenges, and events. Our mission? To create a world where everyone belongs to a handful of life-changing communities that change their life.

The Opportunity

We are a seeking a proactive and versatile Customer Service Specialist to join our vibrant team. In this role, you will be instrumental in providing exceptional support and building strong relationships with our Mighty Pro users. You will act as the bridge between our users and our product, ensuring our community creators have the resources, support, and guidance they need to succeed. You will also be working with our developers & product teams to advocate for our customers and help resolve any reported technical issues.

In this role, you’ll have the opportunity to:

Provide timely and empathetic support to users through various channels, but primarily written communication (email, chat, video call, social media).
Understand user needs and provide tailored solutions that enhance their experience with Mighty Networks.
Collaborate with the product team to relay user feedback and contribute to product improvements.
Develop and maintain deep comprehensive knowledge of the Mighty Networks platform and its features.
Determine and propose innovative and alternative solutions to resolve customer concerns effectively.
Monitor and analyze user engagement, identifying trends and opportunities in internal procedures for enhancing user satisfaction.
Contribute to the creation of support resources, such as help articles, tutorial videos, and FAQs.
De-escalate frustrated customers with empathetic written and verbal communication over email, chat, and video call
Take full ownership of issues and proactively engage in problem-solving until resolution is achieved.

Qualifications

2+ years experience in customer support, community management, or a similar role.
Excellent communication skills, both written and verbal.
Professional demeanor and presence.
Strong problem-solving abilities and a customer-centric mindset.
Ability to work independently and as part of a team.
Experience with Intercom.
Previous experience working with multiple cross-functional teams.
Passion for community building and a keen interest in digital platforms.
Can easily break down complex technical concepts and translate them to less technical teammates and customers.
Experience with hosting webinars and/or group sessions.
Experience creating procedures, documentation, and planning projects.
PST working hours.

What We Offer

A dynamic and supportive remote work environment.
Opportunities for professional growth and development.
Competitive salary and benefits package.
A chance to be part of a company that's changing the landscape of community-led experiences.

Salary Range: $50-65k

Original Job Description

Company Overview

The Opportunity

In this role, you’ll have the opportunity to:

Provide timely and empathetic support to users through various channels, but primarily written communication (email, chat, video call, social media).
Understand user needs and provide tailored solutions that enhance their experience with Mighty Networks.
Collaborate with the product team to relay user feedback and contribute to product improvements.
Develop and maintain deep comprehensive knowledge of the Mighty Networks platform and its features.
Determine and propose innovative and alternative solutions to resolve customer concerns effectively.
Monitor and analyze user engagement, identifying trends and opportunities in internal procedures for enhancing user satisfaction.
Contribute to the creation of support resources, such as help articles, tutorial videos, and FAQs.
De-escalate frustrated customers with empathetic written and verbal communication over email, chat, and video call
Take full ownership of issues and proactively engage in problem-solving until resolution is achieved.

Qualifications

2+ years experience in customer support, community management, or a similar role.
Excellent communication skills, both written and verbal.
Professional demeanor and presence.
Strong problem-solving abilities and a customer-centric mindset.
Ability to work independently and as part of a team.
Experience with Intercom.
Previous experience working with multiple cross-functional teams.
Passion for community building and a keen interest in digital platforms.
Can easily break down complex technical concepts and translate them to less technical teammates and customers.
Experience with hosting webinars and/or group sessions.
Experience creating procedures, documentation, and planning projects.
PST working hours.

What We Offer

A dynamic and supportive remote work environment.
Opportunities for professional growth and development.
Competitive salary and benefits package.
A chance to be part of a company that's changing the landscape of community-led experiences.

Salary Range: $50-65k

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Customer Success Advocate

Edtech.com's Summary

Customer Success Advocate Full Description

Company Overview

The Opportunity

In this role, you’ll have the opportunity to:

Qualifications

What We Offer

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