Customer Success Team Member - Marketing

Job Title:
Customer Success & Member Support Representative

Location:

Remote (UK-based preferred)

Type:
Part-Time or Freelance

Carlton Scott is looking for a friendly, proactive, and detail-orientedCustomer Success & Member Support Repto ensure our members and course users receive an outstanding experience from the moment they join. If you're passionate about helping people feel supported, guided, valued, and you’re comfortable using digital tools, we’d love to hear from you.

About Carlton Scott

We are a fast-growing UK-based business consultancy and digital growth platform, supporting entrepreneurs and small business owners through mentorship, courses, and an exclusive membership community. Our goal is to become the most trusted business support brand in the UK.Delivering world-class service is a key part of that mission.

The Role

You’ll be the first point of contact for our members and course participants. Whether someone is signing up to our Business Lounge, purchasing a digital product, or requesting help with a resource, your role is to ensure they feel seen, supported, and successful.

Key Responsibilities

• Respond to customer and member queries via email, chat, and community platforms
• Assist new members with onboarding, ensuring they know how to access their benefits
• Monitor membership platforms and course portals for any access issues or user friction
• Escalate technical problems or feedback to the relevant team
• Track member satisfaction, respond to feedback, and suggest ways to improve the customer journey
• Support the coordination of live sessions, reminders, and follow-ups
• Keep CRM or email automation tools updated with the correct contact data and member status
• Maintain an upbeat, professional tone that reflects the Carlton Scott brand

Who You Are

• Naturally helpful, patient, proactive, with a genuine passion for people
• Organised, with excellent written communication skills
• Tech-comfortable, you don’t need to code, but you can handle basic admin in tools like Convert Kit, Kajabi, Mailer Lite, or similar platforms
• Confident in handling sensitive or frustrated customer queries with care
• Ideally experienced in a support or customer success role (especially for digital brands or membership platforms)
• Based in the UK or familiar with British tone and spelling

What You’ll Gain

• Flexible remote work with regular, consistent hours
• The opportunity to grow into a full-time role as the business scales
• Hands-on experience with a fast-growing digital business and entrepreneur-focused brand
• Direct access to our founder and leadership team
• Full access to all of our courses, training, and business resources

How to Apply

Send a short message outlining why you’d be a great fit for this role, along with your CV and any examples of previous experience in support or community-based roles. If you've worked with online course platforms or CRMs, be sure to mention it.