Customer Support & Sales Lead

Who You Are

• You’re a skilled customer experience manager.

You’ve got 1-2 years of experience in customer happiness and success. This won’t be your first time building out systems and optimising the customer experience department.

• You’re able to understand how others feel.

You’re able to put yourself in the shoes of our members, especially those who are new to our community and this lifestyle. It takes courage and determination to make this lifestyle a reality and a leap of faith to join our community.

• You have a mind for strategy.

You enjoy taking on a challenging goal and working backwards to make it happen. You spend time thinking about how your work fits into the bigger picture and how to achieve your desired outcome.

• You set your own course.

As long as you know clearly where you’re going, you know that you’ll be able to figure out how to get there. You don’t wait for someone to tell you what to do.

• You’re super organised.

You can work systematically and manage to keep on top of everything. You hate to leave things unfinished and always circle back around to make sure that everything has been taken care of.

• You obsess over details.

You put care and attention into everything you do; your choice of words, the structure of your email, and even the punctuation. You know that the way that you write has a big impact on how the person on the other end feels.

• You love to communicate in writing.

You’re one of the best writers you know. You know that you can convince anyone if you can just write them an email. You’re quick at it and you feel totally at ease with words!

• You’re a natural at sales.

You have a natural talent when it comes to talking to people’s needs and emotions, and helping them overcome their blockers.

Maybe, you don’t quite identify as a sales person because it’s such a subtle and natural way to communicate for you and you dislike the negative stigma that comes with sales, but you know you’re great at it.

• You enjoy solving problems.

If there’s a challenge, you will find a win-win outcome. You dig deep until you understand what is truly going on under the surface that might have been left unsaid.

• It’s in your nature to help others.

You care deeply about fairness and you’re always looking out for others. You’re the person who others come to for help and you love being that person.

• You’re a quick decision-maker.

Analysis paralysis is not something you suffer from. You’re able to quickly assess a situation and respond thoughtfully but without overthinking it.

• You don’t crack under pressure.

You don’t shy away from addressing conflict. You know that at the other end of conflict is usually just frustration that needs to be voiced, understood and talked through.

• You’re a tinkerer.

In your professional career so far, you’ve noticed that you’re always making improvements, big or small. You can’t sit still because you know that there’s always something that can be made better. You love doing things efficiently.

Things You Might Do

• Take ownership over Tribe Support. This means managing the department, overseeing all email communication with the WiFi Tribe community, and being the champion/voice for our members to the rest of the team.

• Help applicants who were accepted by our Admissions team in making their decision to join the community, and make their onboarding journey smooth.

• Advise members of what Chapters might be best suited for their journey and discuss concerns. Write member-facing documentation, PDFs, and communications to inform the community about big updates.

• Set aside time to make impactful, long-term improvements and carefully document all processes within your department.

Required Skills & Experience

• 2+ years working as a customer success manager.

• Experience in a sales role.

• Impeccable grammar and eloquent written English.

• Ideally, you’re comfortable with design tools and have basic design skills to make documents look good.

Perks & Compensation

• $30,000 – $50,000 p.a. for full-time (but the role will likely start as part-time)

• The chance to take on a key role in a (still) small but growing start-up, positioned with a strong brand in a market that has just blown up overnight.

• Fully remote work (from wherever in the world you feel most productive).

• A month of working from anywhere on us; join one of our Chapters (worth ~$2,500) so that you can soak in the experience, travel and work remotely alongside our community, and learn from incredibly talented remote professionals.

• Be part of a tight-knit community of 1,071 remote-working, entrepreneurial professionals and build your global network.

• Sponsored learning resources (e-books, audiobooks, online courses, etc.)