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Customer Success & Community Support Specialist at The Personal Development School

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

03 Dec, 26

Salary

0.0

Posted On

04 Sep, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Industry

Other / Unclassified

Description

Key Responsibilities:Respond to customer and student inquiries via email in a timely, professional, and supportive manner.
Provide clear and compassionate assistance to members experiencing a wide range of personal, emotional, and relationship-related challenges.
Help customers navigate the platform, memberships, programs, events, and other general support inquiries.
Moderate our online community platform and Facebook members group.
Review community posts and comments to help maintain a safe, respectful, and supportive environment.
Respond appropriately to sensitive community situations and escalate concerns to the appropriate team member when needed.
Support the Customer Service team with day-to-day administrative and customer success tasks.
Maintain accurate information and organized records using Microsoft Word and Excel.
Use AI tools for designated tasks, such as assisting with drafting, organizing information, streamlining workflows, and supporting team efficiency while following internal guidelines.
Assist with tracking customer inquiries, recurring concerns, and other information that may help improve the overall member experience.
Communicate effectively with internal team members when an issue requires additional support or follow-up.
Manage multiple tasks efficiently while meeting deadlines and responding to time-sensitive requests.
Maintain confidentiality and professionalism when handling sensitive customer information and conversations.
Work on the high-ticket failed payments project: contact all students in the failed payment backlog using the Failed Payment Email Templates. Track payment updates and recovered payments.
Monitor the Failed payment channel for new failed payments going forward, and work with students to recover payments. Maintain payment/failed payment spreadsheet
Attend, and eventually host, the weekly Friday Welcome Session
Conduct video support calls with students as needed
Answer customer queries in CRM and schedule/reschedule appointment bookings where applicable.

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Responsibilities