Chief People Person
Our customer support team is growing! We seek someone who can devote 10-20 hours a week to a part-time, remote role with flexible hours.
Who you are:
The Chief People Person is the first impression for Jenny Yi Designs. You are empathetic and an effortless troubleshooter. You are also incredibly perceptive, understanding users’ problems even when they do not communicate their problem effectively. You love to sleuth around, putting together pieces of the puzzle until you fully understand the problem; with that knowledge, you are able to solve any obstacle in a user’s way.
What we expect:
You are expected to provide consistent, outstanding customer service and work collaboratively with other department members and the company’s founder. The role requires an understanding and implementation of our mission, values, and ideal team member qualities with every interaction.
Your job will involve the initial intake and communication for new clients and franchisees. You will be responsible for comprehensively learning about new and existing products and services to best assist customers with questions or concerns, and to help the team address future business challenges. We are fortunate to have a global community—being mindful and professional in language is essential.
You are expected to be proactive, self-sufficient, and impeccably detail-oriented. You will contribute support and solutions across multiple customer service channels like email and Facebook groups. The role is multifaceted and there exists the potential for growth for the right candidate.
Responsibilities:
Email/Phone Customer Service (5–10 hours per week)
Answer emails daily Monday–Friday
Listen to customers’ concerns and handle complaints, send updates and status
Give detailed explanations of services or products
Communicate with customers through email and on social media
Provide solutions within 24–48 hours (during business days) to customers—doing everything possible to solve problems with one email, minimizing back-and-forth correspondence
Provide kind, positive, can-do-attitude problem problem-solving every time, no matter how challenging the issue or how unpleasant the customer is
When you cannot solve the problem, create a concise list of what needs to be addressed to present to the Founder or development team for insight/problem solving
Refer customers to Founder or development team when necessary
Document and organize customer interactions, issues, and solutions for future team reference
Write email and copy responses that align with the brand voice and marketing strategy in an effort to support lead generation, conversion, and customer retention.
Our relationship with our potential and existing members is crucial to our business—we want to nurture our relationship with them and exceed expectations whenever possible.
