Honey Bar Media, Inc.

Role (Overview of the Position)

• Are you a natural leader? We’re looking for a rock star Senior Account Manager on our Customer Service Team! The goal of this role is to provide advanced-level customer support for our community so they can enroll and thrive in our online learning programs. 

Results (Expected Accomplishments)

• Provide advanced-level customer service for our subscribers and students
• Manage multiple email inboxes, emails, and live chat
• Decrease customer service tickets
• Increase customer service satisfaction
• Decrease refund rates
• Increase membership saves
• Increase retention and reduce churn
• Significantly decrease delinquent accounts via a dunning process
• Help exceed customer service success KPI’s

Responsibilities (Tasks Associated with the Role) 

• Reply to emails and live chat messages in Helpscout
• Maintain and optimize our self-service help center with up-to-date answers to commonly asked questions
• Implementation of customer service guidelines and policies
• Innovate, plan and prioritize new initiatives to engage our students and subscribers
• Stay up-to-date with changes in our internal processes, sales funnels, marketing copy, and other company news to anticipate problems and keep support on brand
• Identify and track relevant metrics related to quality control, customer satisfaction, refunds, and more
• Report any change in student sentiment, content suggestions, or customer feedback to the proper team member
• Issue refunds, update member accounts, and handle all payment and login account issues (dunning), that a member may experience while using our digital products
• Innovate, plan and prioritize new initiatives to improve student and subscriber retention
• Assist in the conducting of routine audits to ensure that only paying students have access to our programs and groups
• Vet affiliate/sponsorship opportunities by reviewing relevant inboxes and reporting qualified opportunities to the proper team members

Requirements (Expected Proficiencies)

• You have experience managing customer accounts
• You are looking for a career path, not just a new job
• You prefer email and chat over phone calls for customer communication
• You have experience being on a remote team in a startup or tech environment
• You have experience supporting online courses, coaching programs, or products
• You love people and truly care about their success
• You have success recovering, preventing, and saving B2B account payment delinquencies (dunning)
• You have experience maintaining and increasing retention rates
• You are OBSESSED with retention
• You have experience vetting potential PR opportunities for an established brand
• You are extremely organized, delight in the details, and you don’t let little things slip through the cracks
• You are extremely tech-savvy
• You are an effective communicator, especially in writing
• Your grammar and writing skills are top-notch
• You make it your mission to find ways to make other people happy
• You are comfortable working in a fast-paced and high-intensity environment
• Your personal and professional relationships are incredibly important to you and you find great value in staying connected
• You are familiar with Kajabi, Samcart, Active Campaign, Asana, Helpscout, and many other tech tools
• You are creative, design-focused, and stay on-brand
• You would never utter the words “That’s not my job” – instead you always jump in to help, no matter what
• You welcome the opportunity to work on your own, but can easily switch gears to work inside a team
• You love any and all opportunities to over-deliver on your commitments
• Your past employers would call you a natural go-getter. If you can do better work, you will always rise to the challenge
• You are inherently compassionate and believe that most people are doing the very best they can
• You jump at the chance to grow, both professionally and personally

This job description is not all-inclusive and certain activities, duties or responsibilities may be required of the employee as needed.

Community Influencer® | Honey Bar Media®, Inc. Team Perks

Our team is full of talented and motivated rock stars who love logging in for work. But these perks help a little too...

• Generous Base Pay

• 6 Weeks Paid Time Off
• 8 Paid, Company Observed US Holidays
• Never work on your birthday!!!
• Amazing Health Insurance 
• Work From Wherever
• Alternate Work Schedule
• Pre-approved education allowance
  
• Team events at amazing locations