Online Tennis Instruction is one of the world’s leading instructional tennis websites.
They produce high-quality instructional tennis videos that help players all over the world improve their tennis game. They also offer live in-person tennis clinics with their OTI-certified instructors teaching their OTI Method around the globe to help students transform their game in a short period of time. Not only that, but they currently reach over 150,000 subscribers and have generated well over 30 million views on YouTube.
The team is made up of more than 10 people from different parts of the world. The owner, Florian, is in Germany, and the rest of their team is in the United States and Europe.
It is the company’s vision to become the world’s leading tennis instruction company and change how Tennis is taught around the world! For their national and international growth, they are looking for a top-notch Customer Support amp; Success Coordinator.
As the Customer Support amp; Success Coordinator, the purpose is to run a well-oiled customer support machine that delights customers, free up some of their more senior team members by skilfully executing the assigned tasks, make customers so happy that they remain members for a very long time and are easy to upsell, and then soft upselling of customers into the next logical program.
Key responsibilities:
Handling basic customer support tasks through email, phone, or Zoom.
Assisting customers with a variety of issues, from basic tech problems to video-related challenges.
Monitoring the members' area for user experience issues and bugs.
Processing cancellations and refunds for courses and subscriptions.
Formatting incoming video reviews and assigning them to their respective instructors.
Performing basic administrative tasks in platforms such as WordPress, Vimeo, Keap, AWS, Wishlist, etc.
Updating information in the CRM (Keap + custom dashboard).
Maintaining and updating the video and image database.
Taking ownership of a designated group of customers, ensuring their ongoing engagement and long-term membership.
Communicating with customers via email, SMS, WhatsApp, and even postcards.
Conducting Accelerator/Onboarding/Welcome Calls via Zoom/phone.
Offering soft upsells to customers during calls without resorting to hard sales pitches.
Creating 6-month training schedules for customers.
Possessing a basic understanding of tennis and being willing to study our content/members area for certain tasks.
Editing new content videos and publishing them in the members' area (basic video editing required).
Inserting new calls to action into existing or new content videos.
Uploading and releasing content on YouTube and other social media platforms.
Working on new video testimonials and social media videos.
Tracking and supervising sales from affiliates using spreadsheets.
Uploading tax information for the drop-shipper, ShipBob.
Documenting systems and processes in Microsoft Word.
Creating and maintaining different spreadsheets (basic Excel required).
Working Hours : Full time. Working hours from 11 am - 7 pm CET or 12 pm - 8 pm CET.
Requirements
To excel in this role, you need to have:
A solid background in playing tennis is essential, accompanied by a genuine passion for the game. They're seeking an ideal candidate who not only understands tennis but continues to actively play.
An eagerness to delve into their extensive members area/courses, ensuring a deep understanding to adeptly respond to customer queries.
Exceptional written and verbal English skills are a must. We value a friendly voice and clear communication without any challenging accents.
Comfortable navigating tech tools and software such as Microsoft Office, CRM, Wishlist, etc.
Extreme organisational skills to navigate the fast-paced nature of their environment.
A very positive attitude in assisting their customers, who may have basic questions, requiring patience and empathy.
A genuine commitment to delighting the customer, with the ability to upsell respectfully through various channels.
Basic video editing skills or a strong willingness to learn on the job.
As the Ideal Candidate, you should be:
Very friendly and empathetic, especially towards their older customers.
A proactive, Type A personality with fast execution skills.
The ability to get things done quickly is crucial in this role.
Intrinsically motivated to continuously improve in your role.
Someone who takes pride in bringing solutions to the table rather than problems.
Comfortable with direct feedback, without displaying a big ego. You should thrive in a high-performance culture and deeply identify with your job and the quality of work deliv