Contract • Remote (US East Coast or European timezones) • Senior level experience
TLDR: We love our customers and want to offer top 1% customer support, but we have very little experience with scaling support teams, processes, resources, etc.
This role is for a mentor/consultant position that will be about a 6-month contract for about 20 hours a week depending on what is needed.
We're looking for someone who knows what needs to get done and is willing to implement it alongside our support team.
Since Day 1, Memberstack has gone above and beyond to help customers get set up with our product and get the most value out of it. We love helping our customers, and they love supporting us back (here's what our customers say about us).
We see Customer Support as a critical part of influencing our direction as a company and product. We're not only supporting existing customers, but also building early processes to support the next 10,000 customers.
🏁 Day one → Get to know Memberstack.
We want to give you a crash course on Memberstack, our customers, and our goals. We'll spend the day asking and answering each others' questions, and we'll start to layout a roadmap for the next few months. You'll work closely with Josh for 90% of your time with us.
👋 Week one → Get to know customer support at Memberstack.
Let's do some support! Before we start changing things we want to give you a crystal clear picture of what it currently looks like to do support at Memberstack. During this time we can document what's working, what's not, and what can be done about it. This will also be a great time to establish our support KPIs and to gather data for those KPIs.
🌱 Month one → Define success and make improvements.
With our KPIs in place, let's begin making updates to the most high-impact tools and processes. Along the way, we'll document decisions and internal processes to make support at Memberstack as self-sustaining as possible.
🌳 Long-term → Create a hand-off strategy
The end goal is to create a strategy that allows us to stand on our own two feet. We want to maintain growth as a company while having best in class support long term.