Customer Experience Specialist

You’re a caring, strong, and experienced Customer Service professional, who’s committed to going above and beyond to make the customer experience a smooth and joyful journey for both customers and our internal team.

You have proven customer service experience along with an internal drive towards the care of customers. You have an innate ability to make customers and team members feel heard, reassured, and empowered to create work that matters. You understand the need for both empathy and efficiency in a successful customer experience team.

As our Customer Experience Specialist, you’ll be focused on customer communications and also have many opportunities to learn and grow in new areas with our successful CX team.

What You’ll be Doing In this Role:

  • Performing as an active and responsible member of the Customer Experience team responsible for all customer support functions
  • Communicating with MFI customers via email, social media, live chat, and blog comments
  • Working fluently with the full Customer Experience team on the flow of customer input to maintain company standards and timeframes 
  • Delivering outstanding, practiced support to our customers and community, and taking ownership of regular customer service tasks
  • Learning new course material, all MFI software systems, methods and processes, and caring for all customer needs from program enrollment through completion, billing issues, and general inquiries
  • Working responsibly with customer inquiries, adhering to MFI CX processes for communicating with customers, and resolving billing issues/related matters while seeing all matters through, start to finish 
  • Bringing valuable insights, institutional knowledge, and help to other members of the Customer Experience team

Reading this makes you say, “WHOA — that’s ME!”:

  • You understand that keeping customers happy means truly understanding their needs and challenges
  • You have both customer service experience and an awareness of the importance of a great customer experience to a business’ success
  • You want to be a part of a tightly knit team who support and encourage each other 
  • You love the written word and understand its power to encourage, clearly share important information, and build relationships with others 
  • You thrive in a fast-paced environment
  • You love finding new methods and processes to improve the customer experience
  • You’re happy to be involved in all aspects of the customer experience from communication to billing to learning about new MFI products 
  • You have knowledge of and experience with social media
  • You’ve worked at a tech start up and/or in a virtual environment where 99% of the customer experience happens online
  • You’re an effective, clear communicator in all formats
  • You’re happy to have a varied role working directly with customers and working with the MFI team to improve CX processes 
  • You’re a maximizer and have a knack for finding ways to optimize and improve everything you’re involved with
  • You’re practically always on time (or early) and strive to deliver ahead of deadlines
  • You care deeply about your work, colleagues, and the well-being of the company
  • You’re not (overly) attached to your ego — you’re focused on finding, developing, and executing on the best ideas to get the best results
  • You’re 10,000% comfortable working in a virtual environment
  • You do whatever it takes and the phrase “that’s not my job” is not a part of your vocabulary
  • You’re a born GO GETTER — always looking for ways to add value, do better work, improve efficiencies, build others up, and make the world a better place
  • You’re not a fan of office drama

Necessary Skills:

  • 3+ years relevant experience as a customer service representative
  • Strong background in performing customer service-related tasks in a thoughtful and purposeful manner
  • High intrinsic motivation to serve others and work intelligently through customer-oriented operations methods, documentation and processes
  • Experience with CX SaaS platforms/products such as HelpScout, Google Workspace, Billing and CRM platforms, and WordPress a plus
  • Ability to adapt and be agile as needed in a fast-paced, growing environment
  • A positive, high energy and customer centric/solution oriented mentality
  • Excellent listening, problem-solving and organizational skills
  • A medium-to-strong technical aptitude
  • Strong verbal and written communication skills
  • Attention to detail

 This position is not for you if:

  • You have personal drama 
  • You don’t like working with customers and improving their experience
  • You don’t have a passion for technology
  • You don’t like detail, documentation and creating efficient processes
  • You don’t really commit wholeheartedly to anything
  • You don’t like marketing, sales, technology or being the best
  • You think self-help is weird
  • You have no sense of humor
  • You don’t live and work within the continental United States

The nitty gritty:

  • This is a full-time virtual position working with our virtual team. You’ll have full autonomy over where you work, what you wear and which pet sits at your feet
  • Paid medical and dental insurance, plus $1,500 HSA deposit
  • Flexible Spending Account for health insurance and childcare
  • 4 weeks company closure time off (exact dates determined by company)
  • 10 days PTO
  • Paid holidays
  • 5 sick days
  • 3 inspiration days to use as you choose
  • 401(k) + company match
  • Paid parental leave
  • Colleagues who will make you laugh and support you every step of the way

About Marie Forleo International

Marie Forleo International is a socially-conscious digital empire founded by #1 New York Times bestselling author and one of the most sought-after motivational coaches in the world, Marie Forleo. Our mission is to give people the tools they need to change their lives. We do this through our award-winning show MarieTV, The Marie Forleo Podcast and our online training programs like B-School and The Copy Cure.

We believe in the power of personal growth, laughter and life-long learning. Our motto is “everything is figureoutable,” and we’re dedicated to helping millions of big-hearted dreamers use their gifts to change the world.

We hire people who are motivated by our mission and passionate about creating positive change. Our team is remotely distributed; we care more about your work-ethic and attitude than your location.

At Marie Forleo International, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative experiences that improve the way people live, learn, communicate and grow. We’re proud to be an equal opportunity employer and we firmly believe that our work is best when everyone feels free to be themselves.

Here’s how to apply

Customer Experience Specialist