HIRING: Customer Success Associate

WE’RE HIRING!

Customer Success Associate

We’ll be accepting applicants until 7th November 2020. Be sure to apply before then.

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If so, we are looking for YOU.
A magic-maker. A difference-maker. A life-changer!

Position Summary

The purpose of this role is to provide an amazing experience to Humble Income Customers (we call our customers “students”).

You will help our students get results with their skills & business… by providing an amazing experience and support. Doing this will directly contribute to revenue growth for the company by way of products purchase, referrals and renewals.

Every day, you will have the opportunity to provide students with a positive, personalized, and high-quality experience in Humble Income Lab.

You will be responsible for onboarding new students via Welcome Calls, providing efficient assistance to students via phone, social media, email, and chats, responding to positive and constructive customer feedback and systematizing “Questions & Processes” in our community.

In this role, you’ll also be responsible for overseeing some financial tasks like confirming debit/credit transactions, responding to refund requests, and occasionally responding to credit card disputes.

You will apply your multitasking skills by listening and speaking to customers, navigating computers, and typing call documentation simultaneously.

You will have the ability to swiftly gain customer confidence and trust.

With this in mind...

You’re the type of person that loves turning negative experiences into positive ones.

The job is partly proactive, partly reactive.

Day to day, you’ll be working with and continuously improving our CRM systems, processes, contents, online courses, and our Community with feedbacks from students.

You’ll be accountable for these KPIs:

Student Results: 75%+ of customers achieve our product promise
Net Promoter Score (NPS) Rating: 75+ & contact % of Promoters
Referral Revenue: 10% - 20% of company revenue comes from referrals
Renewals: 25% - 50%+ of customers renew their relationship with Humble Income Lab via an additional product purchase

(We’ll explain the KPI's, if you don’t understand what it’s about)

Simply put, when our students get results, everyone wins.

You MUST be:

High energy / high EQ, with the ability to motivate people (help them overcome self-doubt)
Excited and experienced to deliver top-notch customer support on the phone, social media, email, and chat (think high-tier call center experience)
Systems-oriented; a long-term decision-maker; you’re not satisfied solving the same challenge more than once; you fix it the first time & create a process to fix it forever
Excited to change lives, one customer, at a time!

NOTE: This position FULL-TIME and VIRTUAL. Meaning you can work from anywhere. Preference, for this position is someone working in Lagos.

Please DO NOT apply for this position if you:

If you’re not in these categories above, then please continue reading…

Qualifications:

At Humble Income Lab, we value work ethic, coach-ability, positive attitude, and past results you’ve delivered significantly more than your degree (or lack thereof), GPA, etc.

Have you delivered results in a similar role in the past? If so, that’s what we’re looking for…

We’re not interested in your school degree - we’re interested in your results.

That being said, feel free to apply even if you don’t “tick the boxes” below. Just be sure to mention that in your application + why we should consider you.

Required:

Love to “wow” customers by optimizing what’s in place and designing processes / systems that are repeatable at scale
Experience communicating with upwards of 50+ customers per day online (email, social media, chat or on the phone)
Focus on root issues, and fix them, instead of embracing band-aid solutions.
Integrity, self-awareness and adaptability
Excellent interpersonal and communication skills (verbal and written)
Have experience using Google Drive, Email, Microsoft Office Suite (Words, Excel & PowerPoint), Zoom/Skype & Facebook (in general)
One-to-many mentality, not just one-to-one (Love automation)

Preferred:

At least 2 years of Customer Success experience at a company that has both online and offline presence.
Experience in an online business environment reducing the cost of acquisition and increasing AOV + LTV by identifying churn or refund risks
Typing 50 - 80+ words per minute
Experience with online coaching programs, courses, books and/or internet marketing

Roles & Responsibilities:

Create a welcoming and engaging first-day experience for new customers by leading Welcome Calls.
Create a “Best is the Standard” support ecosystem via tickets, chat, and phone to deliver a superb experience for all customers & non customers.
Proactively identify bottlenecks in the customer journey (via NPS surveys and customer feedback) and contribute to products, coaching, and system improvements.
Monitor, manage & increase community / membership engagement
Systematize “Frequently Asked Questions” in the Humble Income Lab Help Center.
Work closely with the Sales Team by booking calls with prospects & leads that need help with choosing the best training & solution to their challenge.
Follow-up with customers (active & inactive) and document their progress.
Increase customer lifecycle by capturing success stories (testimonials & reviews) that can be provided to marketing team to obtain new customers / upgrade existing customers.

The Pay

We believe that our people are the main drivers of success in Humble Income Lab...

That's why we find generous and innovative ways to thank employees for their hard work and dedication.

We have a whole host of benefits to help you enjoy work to the full.

Also Includes The Following Benefits:

Work remotely: save over N300K+ per year in transportation costs and 100+ hours each year.
Participation in the company team profit/bonus share
An opportunity to be part of a highly professional, creative and dynamic team working around the country.
An unparalleled personal and professional growth where you will learn from the best and grow like nowhere else.
Unlimited holiday time (as long as you get the job done & meet KPIs)
Access to hundreds of books, courses and training to help you get better at your job (Budget is allocated that MUST be invested in knowledge every month)
Fast-paced, challenging and unique problems to solve every day.
Opportunity to work with bright minds and grow your career without climbing broken traditional work ladders that leads to no way.

Your Growth Is Guaranteed!

About
Humble Income Lab:

Humble Income Lab is an online education hub that teaches people how to acquire high-income skills and build high-income businesses...

Through 3 main income vehicles:

Ecommerce (We help people start & grow their ecommerce business with our unique tools and systems)

Agency (We help people start & grow their Skill-Based Business like Marketing, Website Funnel Design, Copywriting and much more)

Coaching (We help people start & grow their Knowledge-Based Business so that, they can help more people and get paid for it).

We’ve helped hundreds of people with their skills and businesses.

Our core philosophy focuses on using the 80/20 principles to approach every area of our business.

We’re not afraid of competition because our unique perspective on each subject gives us an edge in helping our customers achieve big results.

Our business isn’t built on page views, likes or venture funding. We’re 100% funded by helping our customers.

That means we have to pick problems that are worth solving — and solve them — so that our customers will happily open up their wallets and pay for our solutions.

Solving hard problems also drives us in our marketing strategies, editorial process, and technical infrastructure.

If you relish big challenges, we should talk.

If that’s you, fill the form below. We’d love to have you on the team.