Community Manager & Customer Service Lead - ITFM/Growing Farmers

LOCATION: (USA or Canada)

Part-time position, 10-20 hours per week

CLOSING DATE: open until filled

OPPORTUNITY TYPE: Job

JOB #: 16860

POSTED: January 25, 2021

Description:

Our Company:

ITFM/Growing Farmers is an online farm business development company, we believe that entrepreneurship in farming is the key to profitable, sustainable farms and healing our communities through nutrient-rich food. 

We’re a worldwide team of high achieving, fast moving, online entrepreneurs with the freedom to work a flexible schedule from anywhere in the world. Our passion is helping farmers succeed in business and life

Our mission is to help farmers through our various brands and products under our In the Field Media family: 

  • Giving - a wide variety of free resources and trainings through Growing Farmers
  • Social Media - Growing Farmers management of several Facebook groups and pages focused on farming
  • Podcast - the Thriving Farmer Podcast now has over 400 K downloads
  • Online summits - our Thriving Farmer Summit and our latest Mushroom Summit had over 100,000 attendees
  • Our consulting company - In the Field Consultants
  • Online courses - Growing Farmers
  • Membership - Small Farm University which provides ongoing support to our farmers

This role is responsible for making people feel seen and heard, resolving sometimes complex customer service and billing issues, helping share about our company with students, prospective students, and our community, and helping our business grow! There’s daily interaction with the Online Business Manager, Visionary, and our team of contractors and VA’s located around the world. You have the freedom to build the job how you want and work from anywhere!  We are seeking an outgoing, highly organized person to help us create a welcoming, supportive environment for our worldwide audience of farmers. This role includes managing our customer service team, managing our Facebook groups, and helping to communicate content needs to the content production team.

Key Performance Indicator #1 - Customer service management

  • Manage and provide clarity for our VA team member who responds to the less complex client requests via email, messenger, direct messages, etc, and handle anything they can’t handle
  • Take the lead on Inbox management and customer support requests, in general
  • Tackle billing issues, charge disputes, and other paid course related questions from customers and potential customers
  • Return customer phone calls and make phone calls as needed. This position does require excellent phone etiquette and a solid landline, strong mobile signal, or the ability to use online calling with reliable wi-fi!
  • Track student success stories - screenshot and add to #kudos channel in Slack or other testimonial database, and share them over social media channels as appropriate
  • Manage refunds and cancellations
  • Contact failed rebills
  • Manage email for hello@ and michael@ accounts
  • Maintain a database of customer support questions asked, regular responses used, and create SOP’s for handling more complex inquiries
  • Software used: G-Suite, Facebook, Airtable, Clickfunnels, Kajabi, ThriveCart, Stripe, Zoom, ActiveCampaign, Slack, Nifty

Key Performance Indicator #2 - Community Management

  • Community management in various free and course-based Facebook groups
  • Approving members to free groups
  • Verifying purchase and approving members for paid groups
  • Responding to comments in a meaningful, helpful, respectful manner
  • Brainstorm engagement topics for posting
  • Software used: G Suite, Facebook, Instagram, Creator Studio, Kajabi, Airtable

Key Performance Indicator #3 - Communicating content needs to the content team

  • Maintain a database of consistent questions asked that we can use to build future courses or update current ones
  • Keep your finger on the pulse of what’s being discussed, what challenges people are having, and how those challenges are being resolved
  • Share ideas with the team to discuss!

Compensation and Job requirements

This is an hourly position $15-20 an hour depending on experience, 10-20 hours a week, independent contractor W-9 - 90 days probationary period. You set your own schedule as long as the work gets done by the deadlines, but generally between the hours of 9A-5P Eastern time. Quarterly profit sharing after six months with the company. Job description and salary to be reviewed bi-annually. Must be based in the Eastern or Central time zone, United States or Canada.

Skills/Eligibility:

This Position is Right for You if: 

 

  • You have good internet and phone service where you live
  • You enjoy communicating with people on a daily basis
  • You communicate in a clear, positive manner 
  • You have some understanding of the online marketing/education world, understand basic farming principles, and are willing to learn more as you go
  • You work well with a fast-moving team of high performers
  • You are self-motivated 
  • You take responsibility and are highly organized
  • You pay attention to detail
  • You are flexible and can adapt to changes easily 
  • You don’t get bogged down in trying to “perfect” the little things
  • You are comfortable working within the systems and procedures we’ve created
  • You enjoy improving already-existing procedures to improve efficiency
  • You can deal with high pressure situations 
  • You are able to diffuse tense situations through email communication 
  • You are able to take constructive criticism 
  • You are open to starting joining the team on a 2-3 month probationary trial before scaling up your hours and responsibilities 
  • You want to work with people who are changing the world!
How to Apply:

Here’s how this works - please complete them in order. 

  1. Review the Key Performance Indicators and additional information above
  2. Fill out this application and be sure to include your resume upload at this link:  https://airtable.com/shrhgtyMaQR89Lg5o
  3. Film a video under 2 minutes and in it, let me know how you made someone happy in a professional setting. Upload it to google drive, and share it with michael@growingfarmers.com 

Video title should be: “Your Name - Growing Farmers Community Manager & Customer Service Lead Application”

We’ll get back to you soon with more details. There will be a video interview via Zoom.