• Remote
  • This position has been filled

Website Instant Teams

Customer Success Peer Coach

Overview

The Customer Success Department’s Mission is to increase sustainable and proven value for our customers, employees, and Instant Teams. A Peer Coach is hired for a specific customer account and will spend ~50% of their time doing account-related work and ~50% of their time acting in a “SME” (subject matter expert) capacity which will include team Quality checks, peer coaching and assisting the Team Lead on an as-needed basis. The Peer Coach is a critical support role that is responsible for displaying a positive and professional image to internal/external customers at all times. They will share their knowledge, expertise, and exemplary customer support to both remote team members and client customers. The Peer Coach in concert with the Customer Success Team Lead motivates the remote team members and communicates company goals, best practices, and deadlines to the team.

Instant Teams is a remote-first company, so this position is and will continue to be 100% remote, work-from-home.

Classification: Hourly, Non-Exempt
Pay Rate: $20-22 (Dependent on Experience and Client Account Requirements)
Start Date: January 5, 2023
Reports to: Customer Success Team Lead
Corporate Benefits: https://instantteams.info/benefits

Day in the Life

  • Deliver outstanding, energetic customer service.
  • Effectively communicate with customers, RTMs, and leadership.
  • Assist in resolving escalated customer issues.
  • Be the first point of contact for RTMs.
  • Share best practices related to workflow, communication, Instant Teams, etc.
  • Work with the assigned Customer Success Team Lead on standard operating procedures and process improvements.
  • Complete quality audits for the team, and report any issues to the CS Team Lead.
  • Attend any ongoing training for the customer and train the team on any updates.
  • Monitor Team Slack Channel for questions and comments.
  • Help communicate scheduling needs/changes for the team and partner with CS Team Lead to ensure adequate coverage at all times, including requested holiday coverage.
  • Other duties as assigned.

What We’re Looking For

Competencies

  • Service-Oriented (We Serve with Excellence.)
  • Lead from the front (We take Ownership.)
  • Communication proficiency (We Communicate Mindfully.)
  • Strong operational thought process (We Lead with Intentional Curiosity.)
  • Flexible (We Embrace Change Daily.)
  • Time management
  • Collaborative
  • Tech-savvy
  • Fast-paced
  • Self-starter
  • Strong work ethic, ability to adapt to rapidly changing priorities

Required Education and Experience

  • High School Diploma; college degree preferred
  • Familiarity with our software tools: MS Office, HubSpot, Zoom, Google Suite, ClickUp, Slack
  • Excellent time management skills and ability to multitask and prioritize work
  • Attention to detail and problem-solving skills
  • Excellent written and verbal communication skills

Preferred Education and Experience

  • Associate’s Degree in business, marketing, economics, or a related field
  • At least 2+ years of experience in the field or in a related area
  • Able to work comfortably in a fast-paced environment
  • Familiarity with military demographics

Expected Hours of Work

  • 40 hours per week and weekends as needed.

Supervisory Responsibilities

  • No.

From our military-connected to untapped talent communities, we welcome non-linear career paths and untraditional backgrounds and encourage applicants to apply even if they don’t meet all the qualifications. If this role captivates you and speaks to your skills, apply away!

Full Job Listing: https://instantteams.applytojob.com/apply/Zp0GRrnxBU/Customer-Success-Peer-Coach