Missoula, Montana (Remote O.K.) Career Opportunity – Jr. Client Support Specialist – Geniuslink

Welcome to Geniuslink!

Geniuslink is smart linking platform built to help creators and marketers like you

get the most out of every click. Since 2009, we’ve been making it easier to route

your audience to the right product page, whether they’re on a different device, in

another country, or shopping in a different storefront, while also helping you earn

more with affiliate links. The service automatically optimizes Amazon links for

geotargeting, device routing, and affiliate tracking, ensuring that every click is

directed to the most relevant Amazon storefront for maximum

commission-earning potential. Trusted by YouTubers, influencers, and global

brands.

As a Jr. Client Support Specialist, you will work to help creators from all around

the world find success in pursuing the things they are most passionate about,

while also building a solid foundation for your career growth in an exciting,

fast-paced, “learn as you grow,” technical environment.

This position serves as the primary point of contact for clients through direct

interactions via live chat, email, and phone, and is responsible for supporting and

developing strong relationships with our clients by answering questions,

educating them about our service, helping resolve technical issues, and

escalating reported issues to the rest of the team.

While the Jr. Client Support role will initially be more reactive and

support-oriented, allowing new hires to train and educate on the clients we serve

and the services we offer, our goal is to help new team members grow into more

proactive senior client success roles. As new members of the team become more

familiar with our service and our clients, there will be many opportunities to more

proactively assist and educate our clients through content creation within our

knowledge base, blog, and YouTube channel, as well as to work cross

functionally with other team members to ensure we are providing our clients with

the absolute best experience possible across all functions of our business.

We fundamentally believe in nurturing long-term relationships with our clients,

which is why we believe in “Clients, not Customers.” In simple terms, this means

that whether a client pays us $5 per month or $5,000, our desire to see them

succeed is the same. This belief is pervasive throughout our company and is

rooted most strongly within the solid foundation of our Client Success team. We

believe that by fostering and nurturing our team’s growth, starting with the Client

Support role, we will be able to develop client advocates across all functions of

our business, ensuring we provide the absolute best service possible.

Responsibilities

Client Support: 80%-90%

● Respond to and follow up with inbound client queries in a timely and

accurate manner via live chat, email, and phone.

● Troubleshoot and diagnose client complaints / technical issues, and

properly communicate solutions or alternative resolutions.

● Proactively work to build sustainable relationships and trust with clients

through open and honest communication. “Go the extra mile.”

● Identify and assess clients’ needs and goals to achieve success.

● Work with clients to ensure they effectively leverage our tools to meet their

goals and derive value from our service.

● Participate in a round-robin style Friday support and Fire Watch over the

weekend to periodically check in.

Supporting projects/activities: 10%-20%

● Be a client advocate while capturing client feedback and communicating

feature requests/pain points to the rest of the team.

● Proactively work to develop and share best practices with team members

to continually improve the quality, effectiveness, and efficiency of our

support processes, the team, and the company as a whole.

● Create documentation, blogs, videos, webinars, and other content to help

proactively educate our clients on new/existing features, industry changes,

best practices, and more.

● As AI becomes ever-present in today’s online world, training and improving

the AI chatbot agent for the Client Success team to utilize for most client

interactions.

Reports to

We are a small team, and all wear many different hats on a day-to-day basis,

which means that currently all Client Success members will report to the Head of

Client Services.

Location

Remote: While Geniuslink was founded in Seattle, WA, our team transitioned to

100% remote work in the Spring of 2020. This position is therefore remote;

however, we are looking to hire in Missoula, MT, for in-person onboarding and

1:1s with the Head of Client Services.

Since our team is remote, you will need a quiet, professional workspace with

reliable and consistent internet access for daily work, as well as regular team

meetings and calls with clients.

Our Ideal Candidate

● Bachelor’s degree in Business / Communications (E.g., MIS, Marketing,

Management, Comm., etc. ) OR 1-3 years of experience preferred in a

customer-facing role, such as Customer Success, Customer Support, or

Account Management.

● Strong written and verbal communication skills, with the ability/willingness

to learn, and be able to explain technical subjects to non-technical clients.

● Positive, high-energy, self-motivated team player.

● Adept attention to detail and problem-solving skills.

● Strong time management and organizational skills to balance multiple

competing responsibilities.

● Empathy and patience with clients, with the ability to maintain friendly and

professional communication, especially when resolving complex client

issues or dealing with the occasional disgruntled client.

world meet their goals and grow their businesses.

● Ability to “Make lemonade” – Look for the positive and take action, to adapt

and learn from the ever-changing daily challenges of a small business.

Bonus

● Technical experience with web development/debugging, or basic

experience with databases, HTML, JavaScript, CSS, etc.

● Experience with managing CRM systems (E.g., Hubspot, Salesforce,

Zoho, etc.)

● Experience with or interest in data analytics, potentially including querying

a database (using data + analytical skills to answer questions)

Compensation

● $20 – $25/hr DOE

● Flexible work week (4-day optional)

● Medical, dental, vision insurance, and long-term disability

● 401K with matching

● 8 Paid holidays

● 96 hours PTO per year, +1 day per year of employment

● 52 hours of paid sick/medical/safe time per year

● 4 Paid volunteer days a year (1 per quarter, you choose for

who/when/where)

● Paid maternity/parental leave

● Charity matching program

Next Steps

If you are interested in applying for this position, please send an email to the

Head of Client Success, Julian Emond, at [email protected].