Customer Success Lead (Remote) at Mini Office

Basic Traits: - You genuinely like talking to people, and they like talking to you. - Getting on a call with a stranger energizes you instead of draining you. - You run toward problems. - When a client is unhappy, you are already on the phone before anyone asks you to be. - Nothing intimidates you. - You can deliver bad news, hold your ground, and still end the call with the client trusting you more than before. Company Overview: - We manufacture and sell backyard offices in the US. More info: minioffice.co. Job Responsibilities: - You will join the Fulfillment team and own the entire client experience from "I bought a pod" to "I just referred my neighbor." - A Mini O pod is a big purchase that takes weeks to arrive, and your job is to make the wait feel as good as the product. - Guide each client through the production and installation of their pod. - Resolve all questions. - Proactively call every client at least once a week to share progress and build a relationship of trust. - Resolve after-sales issues for both new and past clients. - Drive post-installation engagement: request video testimonials, offer referrals, get them to become hosts. Success Metrics: - Customer survey: 100% of clients are happy with Mini O and with you. - At least 80% of clients served refer someone who buys a pod. - At least 80% of clients stay involved with the brand: as hosts, with a testimonial, and/or as referrers. Weekly Reporting: - Update on high-risk clients (conflictive and/or tricky customizations). - Detailed report on VIP-flagged clients. - Update on installations done last week. - New testimonials and new hosts from last week. Key Competencies: - Ownership. - Active listening. - Problem solving. - Extreme self-confidence.

Customer Success Lead (Remote)

Emma

Responsibilities

Skills wanted:

Language(s) required:

Christian Vito

Christian Vito

About Mini Office:

mission:

minioffice.co/

Admin access needed