Customer Education Lead

Right Rope is a fast-growing company, passionate about making and selling the highest quality rope in the world. We want to provide our customers with a world-class online experience so they are empowered to confidently choose the right products for their diverse applications. The overall mission for the Customer Education Lead is to shift from individual customer service to proactively building a scalable educational experience.

This will allow customers to intuitively self-serve to answer their questions, meet their needs, and automate routine support requests. This will improve customer confidence in finding and purchasing the right rope for their unique situation, and streamline the customer journey to create a better overall experience.

You genuinely care for people and are passionate about empowering others through education. You are professional and polite, with positive and assertive written and verbal communication skills. You are willing to go above and beyond to help people, but also won’t allow yourself to be disrespected in the process. You actively listen to the needs of others and seek to understand their pain points, goals, and objectives.

You can think quickly and creatively about how to solve problems and achieve the best results. You are organized and efficient and can handle multiple open-ended tasks and prioritize several competing responsibilities simultaneously. You are consistent and reliable in solving problems and maintaining appropriate follow-through, earning the trust of customers and teammates. You have a growth mindset and want to build and scale customer education to make a big impact on the business.

This position will begin by managing the daily needs of customers as they reach out by phone, email and chat to:

• Discuss and get helpful advice about project and product selection needs
• Place orders, change orders, fix incorrect orders, look up orders, etc
• Coordinate communication between customers and production and fulfillment staff
• Track packages, troubleshoot transit and carrier issues, file claims, etc
• Help facilitate and coordinate critical expedited shipments
• Process tax exemptions, set up business accounts, process purchase orders, etc
• Manage invoicing, pricing, billing, reporting and other financial data as needed
• Solve minor platform and website updates including descriptions, pricing, errors, etc
• Other opportunities if needed, and time allows

While managing the day-to-day and moment-to-moment customer needs, you will be using what you learn about gaps and friction points in our customer journey to pre-emptively solve problems  will work on automating workflows to address common questions and reduce the amount of time it takes for a customer to gain knowledge and confidence. For a person with a growth mindset and the needed skills, there are opportunities to grow into additional responsibilities such as:

• Expanding the customer education department for future business objectives
• Hiring, training and managing teammates as needed
• Helping to build and scale our Learning Center of all rope knowledge
• Making helpful video content to improve customer experience
• Implementing technology initiatives
• Higher levels of leadership and management

Full-time in-person 40 hrs / week 7:30 a.m.

- 4:00 p.m. is ideal. Part-time and flexible schedules may be available.

Full-Time: $40k - $75k+ depending on your skills, performance and contribution to business growth.

• Paid Time Off (accrual basis, begin accrual upon start-date)
• 401k with company match (after 90 days)
• Wellness Stipend or YMCA membership discount (after 90 days)
• Paid Holidays (after 1 week orientation, for full-time only)
• Health Insurance & Health Savings Account (full-time only, after 90 days)

• High integrity, dependability, time management and organization skills
• Excellent written and verbal communication skills, including grammar, spelling and proper punctuation (without supervisor oversight) with appropriate style and layout based on the purpose and audience.
• Works well in an environment with several competing priorities
• Growth mindset, coachable and adaptable
• Able to make sound decisions based on principles in nuanced situations
• Able to document step-by-step processes and build internal and external facing support resources
• Able to touch-type quickly and accurately
• Preferred, customer service or instructional facilitation / educator experience