Customer Experience Coordinator

Overview

As a Customer Experience and Administrative Coordinator at Dynamite Brands, you'll be responsible for providing exceptional service to our clients and supporting our team on various projects. This role requires strong communication skills, attention to detail, and adherence to SOPs. You should be tech-savvy, organized, and willing to learn multiple systems and software. This part-time position offers growth opportunities for those who are eager to learn and expand their responsibilities.

About Us

We help lifestyle business owners grow to 7 figures and beyond while thriving on their entrepreneurial journey. We accomplish this mission through the Tropical MBA podcast, the Dynamite Circle entrepreneurial community, the Dynamite Jobs remote job board, and the Remote First Recruiting recruiting agency. 

Our team is primarily based in North America, Japan, and the Philippines. We work in a dynamic and fun environment where we support and encourage each other. We're in it for the long haul, and we expect you to be in it for the long haul as well.

Learn more about our brands here.

About the Role

As the Customer Experience and Admin Coordinator, you'll be the first point of contact for customer requests and the bridge between our members and the team. You'll actively check in with our team to see what we need to communicate to our customers during the week, and you'll follow SOPs to ensure the right people get the right messages. You'll also help the team keep client records up to date. 

Customer Support:

• Serve as the primary point of contact for customer inquiries, ensuring prompt and effective responses.

• Follow SOPs for handling requests related to cancellations, upgrades, refunds, and other membership-related matters.

• Proactively communicate with the team to identify and address customer needs and concerns.

• Oversee community forums and WhatsApp groups, ensuring that all conversations follow our community guidelines.

Administrative Support:

• Send out email communications according to the provided copy and SOPs, working closely with our team on a daily basis. 

• Monitor email performance metrics and provide regular updates to the team. You'll be coached on how to read the information so you can present updates to the team. 

• Maintain accurate and up-to-date records in the CRM system and other databases.

Team Communication:

• Maintain open and fluid communication with team members to stay informed about customer needs and communication strategies.

• Actively seek feedback and share experiences with the team to improve processes and results.

Onboarding process: 

The right person for this role will be trained by me, Lina, during the first few weeks to ensure you get up to speed on our systems, how we communicate with our team, and how we talk to our clients. 

You will be given SOPs and you will be mentored to make sure you are successful in this role. 

Who you are

To thrive in this role, it is essential to have a can-do attitude, a positive attitude, a team player mentality, and humility. If you think you're always right, don't take feedback well, or don't like working with a dynamic team, this position may not be for you. The ideal candidate will be tech-savvy, detail-oriented, and have previous experience in a customer-facing role. We are looking for someone ambitious, friendly, and eager to grow professionally. You are collaborative, easy to work with, and open to growth opportunities.

• Tech-Savvy: You are a person who has used customer support and email marketing software, and calendars, extremely familiar with GSuite. You learn new tools and software quickly. Plus points if you're familiar with Notion, Airtable, Stripe, Drip, WhatsApp, and HelpScout. 

• Detail-oriented and organized: You're meticulous about the things you do, you don't send the wrong links, you're a grammar nerd, and you don't forget to send a reminder. You are always taking notes and making sure people get the information they need. 

• You have experience in previous customer service and/or administrative roles. You are used to working with customers and your responses are quick and high quality. You're friendly and professional and reflect that in your communications. 

• You are a good communicator and team player. You're fluent in English and always make sure that emails and communications are grammatically correct. You also like to talk to the team, you don't hide in the shadows, and you share your work with the team.

• Humble and open to feedback: You're open to listening to feedback from the team and customers, and taking corrective action when necessary. You're always looking to improve and don't take things personally. 

• Self-motivated with the ability to work independently. We don't believe in micromanaging people. You're comfortable working remotely and getting things done. You don't wait to be told what to do, you start your day by looking at what the team and clients need help with and plan your activities around that. You figure things out. To the question ‘Do you have experience working remotely’, please start your answer with by saying “I don’t miss a thing”.

• You're agile and pivot to change. We work in a dynamic environment where ideas change quickly and we need to adapt quickly. We think fast and make changes when needed. 

What’s in it for you? 

• Opportunity for Growth: This part-time role has the potential to evolve into a full-time position for candidates who demonstrate a willingness to learn more about the business and take on additional responsibilities.

• Flexible PTO

• 10 U.S. Holidays Off

• We close down as a company to enjoy the week between Christmas and New Years

• Flexible, autonomous, remote work schedule

• Collaborative and creative team that enjoys building quality products and experiences together

Looking forward to working with you,

Lina & the Dynamite Circle team