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Overview

Customer Experience & Operations Job at Spotlight Studio Inc. – Remote

The Client Experience Assistant is responsible for supporting the company, clients, and employees with an exceptional client experience through training, new hires, onboarding, efficient operations, and product fulfillment. This experience and passion for the brand is conveyed through creating a world class, luxury client experience.

Success is measured by: client satisfaction, retention, renewal, reactivation, upsells

  • Establish a world class luxury experience, and brand consistency from the second a client comes across our content through social media, through their onboarding, renewal, and so on
  • Ensure all touchpoints with clients clearly communicate our brand culture, mission, vision
  • Consistently track failed payments and customer delinquents, and communicate directly with clients to get clients on track
  • Navigate conversations with unhappy clients, and create strategies to increase the client experience
  • Regularly communicate with clients via text, call, social media to ensure client success
  • Gather customer data to improve the experience of product, onboarding, relationship, and so on to address customer pain points and close the loop
  • Respond to client messages regarding product and program information
  • KPIs measured: client satisfaction, retention, renewal, reactivation, upsells
  • Take high level goals and strategies to eye level implementation through measuring, and monitoring critical touch points within the company
  • Present weekly, monthly and quarterly assessments and strategy on team meetings
  • Review team performance
  • Plan timelines and budgets end-to-end and getting everyone on the same page
  • Manage various platforms like Slack, Active Campaign, Clickfunnels, and how it all works together for a clear company, client and team experience
  • Tie all aspects from marketing, sales, to client fulfillment, team communications into a clear and efficient structure.
  • Find gaps consistently and identify solutions to fill them
  • Strong grasp on KPI’s and ability to strategize when performance standards are not met
  • Create SOP’s and develop operational plans to ensure effective use of company resources while achieving business goals
  • Oversee positive employee recognition efforts through the Team Leads
  • Manage the team schedule and workflows to ensure meeting critical key performance indicators by providing insight and recommendations on shift and channel assignments

If you are:

  • A client experience unicorn, who is OBSESSED with creating a world class luxury experience, AND project management
  • Someone who loves creating a big picture vision, getting in the front seat to drive the vision forward, yet loves getting into the nitty gritty details to fine tune, and refine over and over
  • An overachiever, who creates huge goals, can lead team meetings and motivate people to move projects forward, while holding everyone to a timeline
  • Obsessed with creating strong processes that are efficient, but still allow for innovation
  • Empathetic, yet assertive

… Then this might be PERFECT!

Experience

  • Customer success or client care role
  • Operational Role
  • Experience with online platforms and communication channels (Slack, Active Campaign, Clickfunnels, etc.) and how it all works together for a clear company, client and team experience.
  • Strong interpersonal skills
  • Understanding of tech stacking for various stages of the customer journey
  • Efficient project management experience

Job Type: Full-time

Salary: From $50,000.00 per year

Benefits:

Schedule:

Supplemental pay types:

Work Location: Remote

About the Company

Company: Spotlight Studio Inc. –
Company Location:  Remote
Estimated Salary:

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About Spotlight Studio Inc. -