You are here to help clients understand the strategy behind OptinMonster and achieve success with our product. You are motivated by helping small businesses win and win more often. You believe in the value of supporting other people’s success as a career and discipline. To love this role, this is the kind of person you are
Find deep satisfaction in helping others grow and succeed.
When unexpected things come up, or you’re under time pressure, you’re eager to rise to the occasion and help your team improve with you.
You are an excellent and consistent communicator who makes sure nothing slips through the cracks, even if it means having difficult conversations.
He is an enterprising person who loves to take the initiative and take things to the end.
You are a committed lifelong learner and you know you have at least as much to learn from your team as they do from you.
He prides himself on the quality and craftsmanship of his work rather than just doing it to do it.
Responsibilities include (but are not limited to)
You will be a member of our Customer Success team. The Customer Success team is responsible for reducing churn and increasing customers’ use of OptinMonster.
During your first 3 months, you will spend most of your time at HelpScout answering tickets, creating campaigns for our newest clients, reading documentation, and watching videos / webinars to develop your understanding of how OptinMonster works.
After that, you will spend 70-80% of your time creating campaigns for our newest clients. Another 20% will be dedicated to answering customer questions about how they can use OptinMonster in their business.
With the rest of your time, you will work on at least one small “stone” each quarter. A Rock is a project that helps us get closer to achieving our annual goals. It will have information about the rocks assigned to it.
It will help our clients understand how to do the things they are already trying to do. It will also share the potential of how they could use OptinMonster beyond the ways they are currently using it. When appropriate, it will recommend updates or cross-sell other AwesomeMotive products.
You will attend client success meetings every week. Your input during both will genuinely inform the OptinMonster roadmap, so it’s important to come prepared to share your thoughts. It will help us make sure that we are doing the right thing based on actual customer feedback and the data you collect.
Often times, you will work directly with product developers to resolve a customer’s issue, document bugs thoroughly to correct them, and once you are, follow up with the customer.
When OptinMonster releases new features or enhancements, it will help ensure that our documentation is updated in a simple and easy to understand manner.
It will also help you test the beta features yourself and with customers.
It will help to identify and prioritize possible product improvements. It is up to you to carefully collect and document feature requests so that you can most effectively represent our clients’ objectives when we review feature requests.
You will help the Customer Success team identify positive and negative trends coming from customers so that we can respond quickly and appropriately.
You will use your natural curiosity to learn more about marketing, sales and support, and to develop your technical skills. You will freely share what you have learned with the rest of the team.
The most difficult thing about this role is having a deep sense of empathy for customers, but also balancing it with the overall priorities of the company. This sometimes means being able to tell a customer not politely, but firmly.
It will also help our team to design better internal processes and systems.
Skills you will need to be successful in this role
You have a healthy perspective on the tension between daily support and long-term product vision.
You love helping people and are genuinely curious about how to help their businesses grow.
Understand that what seems easy may seem like a technical nightmare to a client, and it won’t make them feel bad for feeling that way.
You will become an expert in OptinMonster. In the end, OptinMonster is a technical product that solves a marketing need, so you will need to know the product from a technical point of view and the corresponding business use cases.
You are more marketing minded than technical minded, but it would be helpful if you already knew some CSS / HTML. If you don’t, you will be willing to learn. You are not intimidated by learning new things.
You have used an email marketing platform like Constant Contact, MailChimp, Drip, or ConvertKit in the past. That’s important as one of the main uses for OptinMonster is to grow a company’s email list.
You can write very well in conversational English and are excellent at thoroughly explaining complicated things in a simple way.
You take the initiative and ownership to see things through. If it is necessary to do so, do it without being asked.
You are not afraid to experiment. We are already very good at what we do, so going from good to great requires creativity beyond the obvious. Accept the opportunity to grow and improve. We work together as a team, and that means we encourage each other to improve as a team as well.
You are in the Eastern US Time Zone, and you can work between 9 a.m. M. And 5 p.m. M. EST. While our entire Customer Success team is located around the world, we need more support in this time zone right now.
Bonus points if you also have
Proven track record of work on a support team.
Experience working and communicating remotely.
Experience using OptinMonster or other similar tools.
Experience in the use or support of content optimization software such as Google Content Experiments or Google Tag Manager, Optimizely or VWO
Experience using any of the following remote collaboration software HelpScout, Asana, Github, Zoom, GSuite
What We Offer Working for a fast-growing company is a rare opportunity, one that we view as a lifestyle choice rather than a job choice. Our positions are challenging, but they also come with incredible perks and satisfaction for those who obtain them. This is what we offer.
Health, dental and vision insurance benefits for full-time US employees.
Work from home. We are spread all over the world: United States, Canada, Ukraine, India, Pakistan, Singapore and more.
Unlimited PTO after 90 days of employment. We encourage employees to take the time they need for the holidays, stay healthy, and spend time with friends and family.
Paid maternity and paternity leave.
We will gladly provide or refund the software you will need, as well as books or courses that promote continuous learning.
We give you the opportunity to solve challenging and meaningful problems that make a difference.
Custom branded laptop on its fifth anniversary.
We cover all company travel expenses (including our annual retreat for all companies).
Ability to work with some of the best people in the business through frequent, if not daily interactions.
And in case you’re wondering anything about politics, no b.s., no idiots.
Location and Hours This is a remote location, our team is spread all over the world! Our base of operations is located in Florida, USA, so the hours of operation of the company, and the working hours for this position, is 9 a.m. at 5 p.m. ET (UTC -5) Requirements
Personal computer with internet access.
Work hours from 9 a.m. at 5 p.m. ET.
Ability to participate in video conferences at any time necessary during business hours.
Inclusion Statement At Awesome Motive, we strive to take the broadest possible view of diversity, going beyond visible differences to include the backgrounds, experiences, skills, and perspectives that make each person unique. Awesome Motive prides itself on being an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability , gender identity, veteran status, or any other basis protected by federal, state, or local law. How to request it? If you think you are eligible for everything that has been shared above, please submit your request. Clearly include the following in your cover letter
Your previous management experience, including your approach to working with team members.
Your WordPress experience and in particular professional WordPress support.
A little about yourself and why you should be considerate. Team culture is very important to us, so in addition to your experience and qualifications, help us to see your personality / know who you are.
Profile links if available (your website, WordPress.org, GitHub, Twitter, LinkedIn, etc.).
In three sentences or less, in your own words, tell us how you think OptinMonster helps small businesses.
Also keep in mind that don’t forget to check before submitting. Check spelling, capitalization, etc. This is your chance to make your app stand out) We won’t be able to respond individually to all apps, but if we think it’s a good fit, someone will be in touch shortly. Thank you. And we look forward to hearing from you!
Tagged as: product
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