Coaching Program Customer Experience Representative

Overview: We’re looking for a proactive, tech-savvy, and client-focused individual to join our team as a Coaching Program Customer Experience Representative. This full-time role supports the LEAP program, which empowers speakers, authors, content creators, and entrepreneurs to launch high-ticket offers through virtual live events. If you thrive in a dynamic environment and enjoy helping others succeed, we’d love to hear from you!

Key Responsibilities:

• Client Communication: Provide timely and supportive communication via email, text, Zoom, and phone to ensure client satisfaction and progress within the program.
• Content Discovery Support: Help clients access and utilize program content effectively, assisting with questions and providing guidance.
• Billing & Onboarding: Oversee client onboarding, manage billing queries, and ensure smooth integration into the LEAP coaching program.
• Facebook Group Management: Moderate and engage in the program’s Facebook group, fostering a positive and resourceful community for members.
• Help Ticket System: Address client inquiries and issues through HelpDesk.com, resolving challenges or escalating them when necessary.
• Membership Hub Management: Ensure clients can easily access and navigate the program’s content hosted on Membership.io, providing support as needed.

Tools & Systems:

• CRM: KEAP (formerly Infusionsoft) – primary platform for client communication.
• LMS: Membership.io (formerly Searchie.io) – content management for clients.
• Help Desk System: HelpDesk.com – ticketing and support.
• Facebook: Group engagement and community support.

Required Skills & Experience:

• Strong communication skills (written and verbal) with a client-first mindset.
• Proficiency in MacOS and Google Workspace Apps (Docs, Sheets, Slides, Drive, Gmail, Calendar).
• A solid foundation in general computer skills and familiarity with social media platforms.
• Ability to multitask and manage time effectively in a remote environment.

Preferred but Not Required:

• Experience with CRM tools (KEAP preferred), LMS platforms (Membership.io), and customer service systems (HelpDesk.com).
• Prior experience in the Coaching or Knowledge/Information Marketing industries.

Additional Details:

• This is a full-time, salaried position based in our offices in Charleston, SC. We are open to assisting the right candidate with relocation if necessary.
• Working hours are Monday to Friday, 9 AM to 6 PM, with occasional weekend work. When a weekend day is worked, you’ll be compensated with an additional vacation day.
• We offer employee health benefits, 2 weeks of vacation, and scheduled time off between Christmas and New Year’s for all team members.

How to Apply: To be considered for this role, please submit your resume and cover letter, as well as respond to our brief survey.   All Applicants being considered will then be required to submit a video cover letter explaining why you’re the ideal fit for this position. The video should be no longer than 3 minutes.  Applications without a video cover letter will not be considered.