High quality customer support is a cornerstone of JaysonGaddis.com. Jayson’s programs attract customers worldwide who are seeking to learn relationship wizardry and transform their lives.

The Job: Virtual Customer Support to support our team and our community. We are looking for an experienced Customer Support person who can help us develop our operations to the highest level as Jayson’s business grows. A compassionate self-starter who enjoys customer service and understands how it can transform a business.

Location: Telecommute, preferably from within the US. Jayson is located in the Mountain time zone. Must have reliable access to high-speed internet.

Schedule: Part time, between 10-15 hours per week initially. Must be available between 10am-12pm MT every Monday for mandatory team meetings.

Employee or Contract: Contract

Compensation: Pay will depend on experience, but starting pay is between $15-17/hr

Benefits: No

A Typical Workday:

You will be working daily within an online customer support software called Help Scout, helping customers via email. Besides Help Scout, you will need to be adept in Ontraport, Asana, and Google Drive.  Customer inquiries range from basic tech support (challenges with logging in and accessing programs and products, for example), to questions about specific programs and products (Jayson has many with which you will need to be familiar), to requests for coaching, advice, interviews, etc. Sometimes there are accolades and positive testimonials, sometimes there is an issue that needs to be resolved…. all cases need to be responded to with care. You’ll be handling transactions such as refunds, memberships, and other payments that require accuracy and attention to detail. Jayson receives between 18-25 support requests per day on average, more if there is a launch happening or a particular article or podcast that strikes a nerve. You’ll need to be able to discern what the correct response is for each situation and gather the information you need (primarily via Ontraport, Asana, and Google Drive) in order to deliver the correct response. Response time needs to be within 24 hours during the business week, which requires a daily presence in Help Scout. Ideally, you reach inbox zero by the end of each business day. The time it takes to accomplish this varies according to the nature of the support requests, but typically is between 1-2 hours per day. During a launch you can expect to work additional hours that may include weekends.

 

Responsibilities & Qualifications:

We are looking for someone who is:

  1. Self-directed and resourceful. You’re an independent self-starter who can excel in a virtual work environment. You create and manage your time and get jobs done quickly. You can prioritize and juggle multiple responsibilities. You are flexible and adaptable, able to switch focus quickly. You have an aptitude for solving problems with little assistance.
  1. Exceptionally good at writing. You probably have a background or some experience with writing. Your writing style is professional and engaging and you have impeccable editing and proofreading skills. Copywriting experience is a definite bonus.You will primarily be communicating 1-on-1 with people through the written word, so this is crucial.
  1. Great with people. Your people skills rock. Since you will be the gatekeeper for Jayson’s business, your warm, friendly tone is a must when interfacing with customers. When a customer is upset, you go above and beyond to have them feeling “held”. You find satisfaction in being able to help people move past their frustrations.
  1. Highly organized. Being organized online is your superpower. You create order out of chaos and eat it for lunch. You love spreadsheets and lists (especially crossing off tasks!) and have exceptional attention to detail. You like to clean up messes and create better systems.
  1. Tech-savvy. You will be immersed in the technologies, systems and processes used to power Jayson’s business and must be very adept in the online, virtual world. You have a working knowledge of browsers, mobile devices, WordPress, and collaboration tools (Asana knowledge is a bonus) as well as applications like Google Apps, Excel, MS Office and Dropbox. You learn new technologies quickly.
  1. Reliable and responsive. We strive for quick response time – within 24 hours, ideally sooner. You are available to work 10 hours a week initially, and able to jump in more once you know more about our system. You will mostly be working during business hours (M-F 9am-5pm MST) but are willing to work the odd hours of an entrepreneur including some early mornings or late nights. It’s preferable if you live in Denver or Boulder, or at the very least in a compatible time zone. 
  1. Familiar with Jayson’s work and community. You have a good understanding of Jayson’s relationship philosophy and approach, giving you the ability to help address customer’s inquiries on more complex issues. You have empathy for the relationship struggle and a strong desire for helping others in this domain.
  1. Growth and development-minded. You’re coachable and don’t take things personally. You are able to take responsibility when you miss the mark or make mistakes. You speak up when something isn’t working for you.  You know when you are triggered and you can work through it.

 

All of this with a business whose main values include:

  1. Truth
  2. Love
  3. Self awareness & self responsibility
  4. Welcoming conflict
  5. Personal integrity
  6. Personal & Professional Growth/Development

Sounds awesome, right?!
We anticipate many applicants, and we’re looking for the best. If you feel this is you and are willing to perform some tasks as part of the application process, please apply using the link below. Don’t send an email. No questions or exceptions please.

https://jaysongaddis.typeform.com/to/Slny6v

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