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Customer Experience Associate

1 month ago

Austin, United States Dow Janes Full time
About you

Do you love providing exceptional customer experiences?

Do you want to work remotely for a mission-driven, female-founded, fast-growing company?

Do you want to help change the world by giving women+ the financial peace and confidence they deserve?

We are looking for an experienced Customer Experience Associate to join our women-led team and be a key player in our organization - not only to grow our business but to grow our impact. We are looking for someone who believes in our mission, has heart, and is comfortable with fast-paced growth.

This role is a top priority in the company. Why? Because everything we do at Dow Janes is for the sake of transforming the lives of our customers. We want them to feel valued, understood, and to trust us from the beginning, so that they can start their journey towards financial transformation feeling supported.

What You'll Do:

1. Tackle the Front Lines of Communication
  • You are the first person our customers interact with, and you set the tone for their Dow Janes experience. You represent co-founders Britt and Laurie-Anne in your communication and you convey their love and appreciation to our customers directly.
  • You have a thick skin and embody the sentiment of "water off a ducks back"
  • You have a strong attention to detail and understand that although we move quickly, we move with care. If applying for this job include the secret code 222 in your application.
  • You are able to quickly multitask between different support channels, and prioritize where your time is best spent serving our customers.
  • You are a pro on the phone, and thrive while having voice to voice conversations showing our members that we are real people (with big hearts) here to make their financial journeys easeful.
2. Show Prospective Customers Why We're a Community Worth Joining
  • You want to contribute to as many women+ lives transformed as possible. You have a knack for turning prospective customers into Dow Janes members.
  • You love seeing a rising conversion rate, hitting your goals and KPIs. You take pride in contributing to the company's growth.
  • Your communication is quick, effective and driven with a sales mindset.
3. Troubleshoot and Get Creative
  • You understand that not everyone shows up to our programming equally - this means meeting people where they are. You're ready to hop on the phone, record a loom video, or dig deep into our resources to get members past any roadblocks.
  • As a 100% digital company, you see tech as a tool and help demystify this for our members.
  • If you can't fix it yourself, you are confident to escalate until you find the person who can - and follow up until you've reached the desired outcome for our members.
  • You see opportunity for positive impact and you jump on it - or get it to the right person to make it happen.
Your KPIs:
  • Customer Satisfaction Score
  • Webinar conversion rate
  • Ticket response time
Who will you work with?

This department reports to Sabrina, our Senior Manager of Customer Experience. You will work closely with our Customer Experience Lead, and work alongside our growing team of exceptional Customer Experience Associates

Where will you work?

We work 100% remotely and are scattered around North America from Washington to California, Florida, Texas, Massachusetts and Canada, as well as across the world.

That means you have the flexibility to work from anywhere - home, a coworking location, or remotely from Bali. As long as you have a stable internet connection with the ability to work in the PST timezone - you can take your pick

This could be for you if:
  • Your front of mind priority is to be of service to others - and you aim to please
  • You love getting to inbox zero and want to take care of every last remaining question
  • You are results-driven in your work; you take pride in overdelivering
  • You love to hop on the phone and have a real voice to voice conversation with someone
  • You are enthusiastic, uplifting, and approachable - you LOVE relating to people
  • You are inspired to achieve big things; you are growth oriented and know how to close the sale
  • You have an instinct for filtering through customer feedback and can identify which issues need to be escalated
  • You are a strong written and verbal communicator
  • You want to create positive, transformational and memorable experiences for people
  • You are comfortable in a fast paced small-business. environment where priorities can change quickly.
  • You prefer a work culture where there is direct feedback, high expectations, and people work well together
Diversity, Equity & Inclusion

Dow Janes is an equal opportunity employer and we value diversity at our company. Data shows that diverse teams are more innovative, make better decisions, and lead to greater employee engagement. When hiring, we look for people who will add a new perspective and bring different experiences to our team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you do not meet every single qualification, we still encourage you to apply.

What does Dow Janes do and why?

Dow Janes is a company built by women, for women. We're on a mission to get more money in the hands of more women through financial education. We help women get out of debt, learn to save, and get invested.

Through step-by-step financial education curriculum coaching and community we support women+ on their financial transformation journey. We currently offer three programs: Million Dollar Year, Wealth Building Accelerator and Intentional Investing.

Dow Janes has grown 10x since it was founded in 2020 and we will grow another 10x over the next five years.

We believe that good things happen when women+ have money, and we see it happen every single day at Dow Janes.

Do you want to be on the frontlines and interact with these incredible women+ who are taking action to change their lives?

If you are beyond excited about creating exceptional experiences for our customers, and for enrolling them in their own potential for success, we look forward to talking to you

Requirements
  • 3+ years of Customer Experience/Service/Support experience
  • Ability to work weekends and in PST
  • Strong written and communication skills
  • A thick skin and the ability to not take things personally
  • Effectively articulate voice to voice conversations and be enthusiastic on phone lines
  • Effective time management and the ability to work remotely
  • Proficient in navigating Google Workspace, HubSpot, Zoom and Slack
  • Ability to work in collaboration with other departments
  • A desire to achieve big things
  • Bonus: 2 - 3 years of sales experience
Benefits
  • Work from anywhere (we're 100% remote)
  • Competitive compensation package includes:
    • Hourly Wage ($30 - $34)
    • Annual Bonus Based on Company Performance Goals
    • Health, vision and dental insurance stipend
    • 401K + wealth building stipend
    • Tech stipend
    • Annual corporate retreat
  • 4 weeks PTO and all federal holidays
  • 8 week parental leave with additional 4 weeks for birthing parent