Needed: Fulltime VA for Driving Customer Success Home [CLOSED]

Hi there JobRackers!

I’m Stefan, the founder at Subbly, a three-year-old SaaS e-commerce tool for subscription-based businesses. We are currently on the lookout for a passionate VA to help us out with customer success - i.e. caring for our customers!

We are a team of four (soon five!) and in need of a VA to be with us full time. This position is for somebody looking to commit to a startup and focus on growth and handling our customer base.To learn more about us, our values and principles, take a look at our manifesto.

Subbly’s customers are small online entrepreneurs, so we need somebody who’s into entrepreneurship and wants to help others succeed.

Your role will be all about helping our customers (helping us keep them) with a proactive mindset and great communications skills.

Mission critical is that you are a good communicator and 100% organized.

From time to time, you will need to employ hacker’s mentality and solve things on the go. We need you to be self-driven and proactive about your tasks, not letting anything slip under you.

Our customers are based in the USA, UK, and Australia. That said, the work hours would mostly be in Eastern US time (GMT or ET) as that’s when the majority of our customers are working.

How we would describe you

• You speak perfect English (written and spoken)
• Experienced in working in customer support (not crucial, but it would be great if you already knew the basics of this role)
• You know a little bit about HTML and CSS
• You’ve used a customer support tool before (Intercom, preferably)
• You are technically minded and can easily understand technical aspects of our software
• Perfect communicator (yes, we’ve mentioned it before, but let’s underline it one more time)
• Organized (oh, yes, we just underlined this one more time, as well)
• Passionate about startups
• Independent worker 110%
• Avid learner

What you would be doing at Subbly

• Handling support emails
• Managing incoming messages from the live chat (both in-app and on the public website)
• Getting on calls with customers
• Canceling accounts, issuing refunds
• Handling support questions and requests through Social Media Channels (Facebook and Twitter)
• Help us manage a Facebook group community
• Basic data entry (this is the part of being organized, you need to be able to keep track of everything going on through different sheets and docs)
• Documenting your answers
• Creating help articles based on the most frequent questions asked (if you are a creative soul and like to help more of our customers at once).

How we will grade your work

There are three things that will be crucial for you to keep up with:

1. Reducing response time during the work hours to one hour,
2. Increasing sign ups and helping get our conversions up (with the help of your great communication skills by live chatting with our website visitors)
3. Mitigating churns by trying to find out why the customer is leaving, and if you could entice them to stay

You will send daily briefs to say hi and let us know what you are up to. During the weekly meetings with me, we’ll discuss the progress and any loose ends you need help with.

Tools you’ll be working with

• Asana,
• Trello,
• Intercom,
• Google Docs,
• Skype/Slack,
• Calendly

Salary

This position comes with a fixed salary in the range of 800 - 1000$ dollars per month for a 40 hour work week.

We will not be tracking your hours but would expect you to diligently fulfill all your work on time, and regularly keep us updated about your progress.

Bonuses can be earned quarterly for increasing signups. There will also be a chance to earn them based on other key performance metrics mentioned above.

Do you like what you just read?

Believe me, there is more coolness than this when working with us! We will give you the room to grow, and help you develop any skills you’d like to.

So, don’t hesitate - send your application now!

To successfully apply for the job, make sure to start your application with the sentence “I like helping customers” (as you probably mean it).

Excited to meet you!

Stefan