At CoachAccountable we are SUPER proud of the support we give to our customers: accessible, friendly, empowered, insightful and patient. We’re highly responsive and able to expertly (and quickly) resolve issues and clear up confusion, and happy to hop on a call in service of our customers learning how to get to most out of our platform.
As part of that support team you are a great writer, clear communicator, empathetic teacher, and savvy sleuth able to quickly and accurately hone in on the real issue.
The job entails 3 parts:
The first part is fielding customer support issues as they come in. Generally via email, though sometimes we take the initiative to call and knock it out over the phone (customers are generally really happy to hear from a real person).
The second part is reaching out and making ourselves available for live demos, help sessions, consultations, and the like. Affectionately referred to as hand holding sessions, these are where we get to shine by letting our customers get to talk to and be guided by A REAL PERSON.
The third part is where we have time and bandwidth to do things above and beyond the first two. This is when we get creative and make work product that scales beyond 1-on-1 interactions. This includes improving and expanding our learning resources (writing articles and making help videos), rethinking in-app UX, and taking on other sorts of projects to further our mission to serve coaches.
Each of these parts affords opportunities to shine and excel, and gives a lot of variety from day to day plus opportunities to learn. The third part in particular is ripe for you to bring your creativity and have your voice heard to make lasting contributions.
The job is full-time, 40-45 hours per week during business hours in North America. On average about 2 of these hours per week will be over the weekend to cover light volume of incoming support issues. The position is remote, though may occasionally entail travel for conferences and in-person work with the team (at least it will when it’s safe to do so again :). You must be resident of the continental US.
Benefits and Compensation
Because our team is so small, it is very important for us to find the right fit in adding number four. Therefore the first two months is a test period during which you’ll be an hourly contractor earning $30/hour. You can start full time to begin or we can be flexible to allow you to ramp up as needed to assist with your transition.
After two months if we agree this is a Good Thing™, congratulations! That’s what we’re going for and you will then be offered a full-time salaried position starting at $60,000 per year. As a salaried employee vacation benefits apply: holidays plus THREE weeks off per year. Your discretionary paid time off is earned pro rata as you go starting from your official employment hire date.
After two months as a salaried employee, the following additional benefits kick in:
- $100 monthly fitness allowance ($1200 per year)
- $500 per year continuing education allowance (to learn ANYTHING you want, doesn’t need to be job related; we know that curious and happy employees are the best kind)
- $50 monthly internet/phone allowance ($600 per year)
- QSEHRA health insurance premium reimbursement benefit of up to $5,150 per year for self-only employees ($429.17 per month) and $10,450 per year for employees with a family ($870.83 per month)
- SIMPLE IRA 100% match of up to 3% of salary (3% of $60,000 is $1800)
Cash value of these benefits maxed out: $1200 + $500 + $600 + $5150 + $1800 = $9250
Total compensation adds up to $69,250 + 3 weeks paid vacation.