COMPANY OVERVIEW
Community Influencer®, Inc. is a business development organization based in Orange County, CA. Our mission is to glorify God by helping local business owners increase their income, so they can increase their impact. We do this via our popular online membership, the Community Influencer® Academy. Inside, we teach real estate professionals how to get more leads, clients, and referrals via our online courses, content, coaching, and community. We’re a fast growth, mission-oriented company (with awesome benefits) and we’re looking for an amazing, full-time CX Manager to join our high-performance team and support our CEO, Aarin Chung. If you are a highly organized Customer Experience professional with experience developing a CX Team, read on to learn more about this exciting opportunity!
POSITION OVERVIEW
This is a full-time, salaried role in our CX Department, reporting to our CEO. For this remote role, you’ll need to have the ability to work from home 5 days a week. Typical hours for this role are 7 am -4 pm, Monday-Friday PT;on occasion, there is a need to work additional hours on evenings and weekends during a launch or other events throughout the year.
MISSION
The mission of the CX Manager is to use data to invent a helpful, joyful, and magical brand experience on all digital customer service channels to ensure that every person in our community feels confident in our company's ability to deliver results during every step in their student journey - From follower to fan. The CX Manager will be a key asset to the company by leading a high-performance team that anticipates the needs of our customers, educates them to success, and ensures lifelong memberships so Community Influencer can reach our revenue and profitability goals.
While repetitive, customer service tasks are certainly part of this position, we take a different approach to CX. We’re not building a call center - Instead, we’re building a CX team of tech-savvy teachers who have an innate ability to educate our customers on all of the material covered inside our online courses, educate our leads to a sale by helpfully guiding them to relevant products in our product suite, and educate our employees by sharing valuable CX insights, data, and feedback. The most important responsibility of the CX Manager is to ensure that the customer is represented in every aspect of the business.
RESPONSIBILITIES
The CX Manager will have the following primary responsibilities:
Build, Serve, And Lead A High-Performance CX Team
- Manage 2 Small Teams: Customer Experience (i.e. digital, omnichannel customer service) and Coaching (i.e. live, virtual teachers)
- Develop the CX team via hiring, day-to-day direction, tech stack training, and coaching
- Strategic project planning with extensive roadmaps to ensure we're delivering an amazing customer experience and hitting our quarterly goals
- Create, manage, and update all standard operating procedures (SOP’s) for the CX Department
Represent Our Entire Community Using Our Omnichannel Platforms
- Educate on all digital customer service platforms:
- Freshdesk: Email, Live Chat, Co-Browsing, SMS, Chatbots
- AgoraPulse: Social Media Comments, Replies, Direct Messages
- Facebook Group: Moderate All Posts, Comments, Replies
- Zoom: Moderate All Live Coaching Calls
- Create meaningful experiences and nurture relationships to increase customer advocacy resulting in sales, referrals, testimonials, ascension, and retention.
- Work closely with the Marketing Department to anticipate high traffic volume that may affect the customer experience.
Grow, Manage, and Optimize our Digital Product Suite
- Manage our entire product suite comprised of online courses, coaching, content, and community
- Develop the strategies to create new learning products, services, and experiences that are valuable to the customer
- Identify and test new ways to upsell, downsell, and cross sell relevant programs in our product suite so we can provide greater solutions for students at every level of their customer journey
Create, Analyze, and Optimize CX Metrics
- Analyze CX metrics to identify what drives, stops, and persuades consumers in our funnels, so we can give them the best experience possible and improve existing customer journey flows
- Understand customers via important CX deliverables such as:
- Customer surveys
- Community Listening
- Buyer Personas + Blueprint Mapping
- Customer Journey Mapping + Analyses
- Revenue-Focused Action Plans
- Identify metrics to track and ensure those metrics are linked to business outcomes:
- Key Performance Indicators (KPI)
- Average First Response Rate or Time
- Average Handle Time
- Average Reply Time
- Customer Effort Score (CES)
- Customer Satisfaction Score (CSAT)
- First Contact Resolution Rate (FCRR)
- Lifetime Value (LTV)
- Net Promoter Score (NPS)
- Quantitative Data
- Qualitative Data
- Retention/Churn Rate
- Centralize and analyze customer feedback and data:
- Purchase Feedback
- Facebook Group Feedback (including testimonials and feedback loops)
- Kajabi Assessments
- Cancellation Feedback
Align And Unite The Organization Around The Customer
- Share the insights from the customer understanding tools throughout the organization
- Educate the rest of the organization about the customer and the customer experience
- Filter processes, programs, policies, and products on behalf of the customer
- Ensure that the customer and the impact on the customer is embedded in all decisions, designs, and conversations
- Partner with Business Manager to ensure that internal customers (i.e. our employees) have a great experience
- Partner with the Business Manager to ensure that the right data is accessible to the right people at the right time
PROFICIENCIES
Gift of Teaching:
The CX Manager will be educating their CX teams, our customers, our leads, and our employees on daily basis. So the CX Manager must have an innate passion and an experienced skillset for teaching, the foresight to use the right communication and learning style for each person, and the ability to connect with people and empathize on a personal level.
Camera-Readiness:
The CX Manager will be communicating with our community on video almost daily. So the CX Manager must be an excellent oral communicator and have a dedicated workspace that’s camera ready at all times. The CX Manager will also be educating our community via video screenshare and needs to have the ability to take a large amount of information and summarize it quickly both in writing and orally on a regular basis. You must also be able to track communication (and be very responsive) across multiple video channels without losing any details. Those channels will include coaching calls, tech support explainer videos, live chat co-browsing, virtual team meetings, and other virtual video calls.
Quality Communication:
The CX Manager will also be writing - a lot. So the CX Manager must also be an excellent communicator in written form. This includes proficiency in spelling, grammar, and punctuation. This also includes being able to take a large amount of information and summarize it quickly both in writing on a regular basis. You must also be able to track communication (and be very responsive) across multiple written channels without losing any details. Those channels could include all digital customer service platforms (email, live chat, social media replies, etc), Slack messages, text messages, and CX projects that require strategic planning.
Analytic Skills:
The CX Manager will be aggregating, analyzing, interpreting, and translating large amounts of CX data to ensure that the customer is represented in everything we do. So the CX Manager must be comfortable dealing with complex numbers, spreadsheets, charts, and graphs.
Problem-Solving Skills:
The CX Manager will guide customers (and team members) through multistep processes, so the CX Manager must also be comfortable with processing large amounts of information, muti-tasking between tools, and anticipating customer needs, roadblocks, and objections before they are communicated.
Team Player:
In addition to working directly with the CEO and Project Manager, the CX Manager will also work with members of the Marketing Team, Creative Team, Operations Team, and Finance Team. They’ll need to be able to collaborate and communicate well with these team members in a fast-paced environment, maintaining a can-do spirit and not complaining, making excuses, or gossiping.
Affinity for Technology:
Our CX Manager will be a technologically savvy Mac user and will not be intimidated by learning new technology. Proficiency in the following tech platforms is ideal: Freshdesk, AgoraPulse, Facebook Groups, Active Campaign, SamCart, Stripe, Slack, Zoom, Google Suite, Kajabi, Loom, and Asana.
Speed:
The CX Manager needs to be able to keep up with a team of quick CX Specialists that may be clearing up to 50 tickets per hour via our Helpdesk (which includes Freshdesk, Agorapulse, and our Facebook Groups).
REQUIREMENTS:
Education:
Education:
- Bachelor’s degree required (marketing, communications, advertising, business management, or in a related field preferred)
Experience and Values:
- 3-5 Years of experience as a CX Manager.
- 2+ Years of experience as a digital CX Specialist (or a similar customer service role).
- Proficiency with all online customer engagement platforms and channels.
- Proficiency with tools like Google Suite, Slack, Zoom, and Asana.
- The ability to develop selling angles that support our digital marketing strategy.
- Mastery of customer experience best practices.
- Enthusiasm for data, details, organization, and deadlines.
- The ability to write, collaborate and adapt to strategy changes quickly.
- Experience working in a team-oriented, virtual environment.
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills.
- Connect deeply with Community Influencer’s core values.
- Confidence on camera, including a dedicated camera-ready workspace
OUR VALUES
Although we permit “side gigs” and work outside this role, it must not compete or overlap with the work we do, or interfere with your role and responsibilities within the team. Any consulting, coaching or side gigs related to real estate, marketing, business building, or entrepreneurship are not permitted. This allows us to project a united front, show that we are in this together as one business, and have the greatest possible impact.
COMMUNITY INFLUENCER® PERKS
Here are some of the amazing perks we offer our employees...
- Top-of-Market Salary
- Unlimited Paid Vacation
- Work From Home
- World-Class Health, Dental, and Vision Insurance
- Generous Retirement Plan
- Work Alongside A Talent-Stacked, High-Performance Team
Candidates must be US Citizens or Permanent Residents to apply.
Equal opportunity employer.