Part-time Customer Success & Project Coordinator

Are you the kind of person who can’t resist the urge to keep things organized and loves interacting with people? The kind of person who recognizes Monica from Friends as a kindred spirit, whose woefully underrated?

Then we’d love to talk with you!

SuperWebPros builds, maintains, and accelerates the web presence of growth-oriented companies. We’ve been on a good growth spree, yet need help making sure that the wheels don’t fall off the bus.

That’s where you come in.

What We Need Help With:

  • Making sure that we honor all of our commitments, by launching projects & campaigns on time and on-budget.
  • Coordinating the flow of information & resources between our production team and our customers using email, phone, and live chat.
  • Managing our production calendar and production resources to ensure that work is on-track.
  • Flowing communication internally & externally via our CRM and internal systems, so that work remains unblocked and moving quickly.
  • Continuously improving the customer experience.

Concretely, this Involves:

  • Sincere customer empathy.
  • Learning our CRM & work processes, so that you know what work is supposed to happen at each stage of production.
  • Actively reaching out to customers via email or phone (depending on their preference/effectiveness) to gather information or follow up on needed resources.
  • Monitoring our team inbox & responding to customer questions, comments, and concerns – particularly during the onboarding and development process.
  • Using Slack, WhatsApp, our CRM, and text messaging to clarify requirements from our production team and translating them into ‘non-development’ speak for our customers.
  • Helping to build out our Knowledge Base, so that we can efficiently answer routine questions without having to re-invent the wheel each time.
  • Escalating important customer concerns, while diffusing minor ones.
  • Scheduling customer check-ins & following up to make sure that appointments are kept.
  • Reviewing deliverables before they’re submitted to customers to ensure quality is maintained.
  • Updating customer dashboards, so we can measure our performance relative to customer expectations.
  • Conceiving new & better ways to enhance the customer experience.

Traits Consistent with Success Include:

  • Empathy.
  • Organization.
  • Detail-orientation.
  • Diligence & Follow through.
  • Team-orientation.
  • Growth-orientation.
  • Initiative.
  • Comfortable using web & mobile technologies.

To Support You, We:

  • Provide online training modules for every part of our production process, so you can ramp up quickly.
  • Clear standard operating procedures with automation built into the CRM to help reinforce best practices.
  • Competitive wage, with potential to move to full-time.
  • Weekly tactical and daily maintenance check-ins with the founder & production team.
  • A collaborative work environment, where your feedback and opinions are solicited & valued.
  • Timely, constructive feedback on task performance to keep things on course.
  • A dedication to removing obstacles and impediments to job performance, so that you can maximize your contribution.

Timeline & Next Steps

We’d like to bring somebody on board no later than mid-February, but we’re more committed to finding the right person to help us get to the next level – for both us and yourself! Our process is designed to be mutually beneficial, so that both we – and you – can feel comfortable and confident about our opportunity.

 

Here’s what to expect in terms of next steps:

  • Review our website & core principles to see what we do and what we’re about.
  • Submit your resume and contact information.
  • Provide an explanation of why you think you’d be a good fit.

If you’re selected to interview, this is the process:

  • We’ll send an email with a link to a 30-minute phone call. During that call, we’ll ask some questions about your background, but are trying to ascertain cultural fit.
  • If that’s successful, you’ll be invited to take two assessments, which will help us (and you!) to have a clearer sense of your professional strengths.
  • We schedule a call to review and discuss the assessments.
  • If it makes sense, we provide a simple ‘test assignment’ to assess comfort with some of our systems, then schedule an in-person meeting to debrief & discuss.

Do you want to join our team? Send us your resume and start the process today!

Fill out my online form.