Community Happiness Specialist (Position Closed)

As our Community Happiness Specialist, you’ll spend your time answering questions from customers, encouraging them along their wellness journey, troubleshooting issues they experience and being the “rawkstar advocate” on our monthly team hangout.

What You’ll be Doing In this Role:

• Performing as an active and responsible member of the Community Happiness team responsible for all customer support functions
• Communicating with rawkstars (aka: customers) via email, social media, private support group and blog comments in a professional and uplifting manner
• Collaborating with the team on way to continue improving our customer’s journey
• Helping to act as the “voice of the customer” to others within the SGS organization to ensure that we’re constantly improving our business based on serving our customers
• Delivering outstanding, practiced support to our customers and community; taking ownership of regular customer service tasks
• Adhering to SGS processes for communicating with customers and able to resolve billing issues, technical issues and all related matters. Seeing all matters through, start to finish

Reading this makes you say, “WHOA — that’s ME!”:

• You understand that keeping customers happy means truly understanding their needs and challenges.
• You’re a great communicator via email. Your writing skills are solid grammatically. Your spelling is solid. You can write succinctly and naturally go back and edit anything you text or write before sending.
• You have customer service experience and understand the joys and challenges of working with customers in a sensitive, empathetic manner
• You have hours of uninterrupted time at home and able to focus on work
• You love troubleshooting and facing challenges head on
• You’re tech savvy and quick to learn new software programs (We use HelpScout, Google Docs, WordPress, Klaviyo, Stripe, Shopify)
• You love simplifying systems, processes, and communication flows wherever possible
• You’re an effective, clear communicator in all formats
• You have a knack for finding ways to optimize and improve everything you’re involved with
• You’re practically always on time (or early) and strive to deliver ahead of deadlines
• You care deeply about your work, colleagues, and the well-being of the company
• You are a deeply loyal friend.. and can see yourself in this role for years
• You’re not (overly) attached to your ego — you’re focused on finding, developing, and executing on the best ideas to get the best results
• You’re 10,000% comfortable working in a virtual environment and typically alone
• You do whatever it takes and the phrase “That’s not my job” is not a part of your vocabulary
• You’re a born GO GETTER — always looking for ways to add value, do better work, improve efficiencies, build others up, and make the world a better place

Necessary Skills + Tools:

• Strong background in performing customer service-related tasks in a thoughtful and purposeful manner
• High intrinsic motivation to serve others and work intelligently through customer-related communications, issues and billing-related matters
• A positive, high energy and customer centric/solution oriented mentality
• Excellent listening, problem-solving and organizational skills
• Strong verbal and written communication skills
• Strong problem solving and critical-thinking capability
• Ability to adapt and be agile as needed in a fast-paced, growing environment
• Attention to detail
• Experience working remotely preferred
• Must have own laptop w/ video, strong wifi and a secure network
• Must have a quiet focused workspace

This position is not for you if:

• You have personal drama
• You don’t like working with customers and improving their experience
• You don’t have a passion for improving customer service processes
• You are only applying because you need the $$$
• You don’t really commit wholeheartedly to anything
• You don’t like marketing, sales, technology or being the best
• You think eating plant-based is weird
• You’re a die-hard vegan and struggle being around those that eat meat, dairy, etc
• You have no sense of humor

The nitty gritty:

• This is a part-time virtual position working with our virtual team. You’ll have full autonomy over where you work and what you wear, yet we will correspond and work in Central Time zone
• You’ll work 2-4 hours a day, Monday – Friday, plus one weekend each quarter. (ex: 10am-1pm)
• You’ll have the opportunity to work additional hours during a launch or if a major issue arises. Once a quarter, you might need to work a few hours over the weekend