Remote Customer Engagement Specialist

CUSTOMER HAPPINESS SPECIALIST (PT, and AWESOME!)

✨ Quick Overview
• ONLINE Customer Service experience a MUST
• Part-time, remote, flexible hours
• 2–4 hrs/day split throughout the day (PST time zone)
• Email + chat support + light billing & access help
• Kindness, empathy, tech-comfy mindset, lives for details = must
• Growth potential if desired

● Are you an organized, reliable, solution-oriented person with ridiculously great communication skills and a total “can-do” attitude and the ability to think on your feet when situations call for it?

● Are you looking for a part-time, fully remote, extremely flexible (you set the hours) position in a cool, fun company where you are valued, respected and given room to grow?

● Love working in a low stress environment and happy to jump into my support portal a couple of times a day to help my amazing clients and subscribers?

If that sounds like you, read on…

Who We Are
Our company, AmyJoBerman.com offers training for actors through a suite of online classes, products, trainings, and membership-based programs. We’ve been in business and growing steadily for 13+ years and strive every day to make a positive impact on the lives of actors and performers in everything that we do.

Our team is small but mighty; we run a very successful company, so every position is critical and everyone’s input is valued. Most importantly, our company culture is inspiring, creative, and fun.

We are looking for an equally awesome Customer Happiness Specialist to handle our incoming support tickets and messages to assist our customers and subscribers with purchasing and using and our products and services.

We love tools that help us move faster and think smarter — including AI. But we’re not looking for someone who needs a bot to think for them. This role requires intuition, empathy, judgment, and flexibility — all human things. Use tools smartly, not as a crutch.

Who You Are
You are energetic, positive-minded and a great communicator with a strong desire to connect with people and an even stronger desire to help them.

You’re someone who doesn’t freeze when there’s no clear answer. You can look at a situation, use your judgment, and take initiative based on what you do know — and you’re not afraid to ask if you’re unsure. You love systems but aren’t dependent on them to move forward.

Big Picture Position Overview
As our Customer Happiness Specialist, you will be responding to our large volume of communications (email, SMS, messages and chats), and helping to make sure that our customers and subscribers feel heard and responded to (and/or pointed to the appropriate company resources to help them solve a problem).

How You’ll Spend Your Time:

1. Responding to and managing support tickets and messages You’ll be helping customers and subscribers with:
• Technical issues (e.g. can’t log in, can’t access content)
• Questions about products, offers, or how things work
• Directing them to the right resources (based on our internal documentation)

We’ll train you on our systems and offers, but here’s what matters most:
• You’ll have a detailed customer service guide and templates for common questions.
• You’ll need to recognize patterns, apply those guidelines with judgment, and think strategically when the answer isn’t just copy/paste.
• You should be comfortable with tech (or excited to learn!) — not a coder, just someone who likes figuring things out in apps and tools.
• You love making people feel heard, seen, and supported — all with kindness, compassion, and a sprinkle of your personality.

2. Failed payment outreach and recovery, and reconciling client purchases & billing profiles

● Our customer service guide gives you a step-by-step on how to easily pull reports, contact customers and reconcile purchases & profiles so our customer information is accurate.

Time Commitment:

You’ll spend 2-4 hours each day on the above (broken up into chunks so that no message sits unanswered for more than 2-3 hours)…

…There’s also room for growth in the company (if that’s something you want — just let us know). We love giving our team a chance to shine at what they love most and do what they do best.

Necessary Skills – aka The “GOTTA HAVE” List:
• Must be crazy-detailed oriented and have a desire to fix things
• Must have EXCELLENT COMMUNICATION skills (both written AND verbal)
• Must be able to recognize patterns and apply previous directions to new-but-similar scenarios (not just follow steps, but think ahead)
• Must be comfortable handling light ambiguity and making a first-best guess when immediate answers aren’t available
• Ability to seek answers pro-actively but also be comfortable speaking up with questions.
• Must be TECH-COMFY (have an ability to pick up new programs and apps easily)
• Must be EXTREMELY RELIABLE with a strong integrity, work ethic and professionalism (if you’ve ever ghosted anyone for any reason in any situation, please do not apply)

Software we use (if you don’t already know these, no problem. Be excited to learn them) aka The “COOL IF YOU KNOW IT” List:
• Keap/Infusionsoft: for all customer service emails & client profiles, checking client access & passwords, ecommerce functions & reports
• Authorize.net and Stripe: For ecommerce functions, checking client purchase, etc.
• Google Drive: docs and spreadsheets
• Fusedesk for support ticketing

Are We A Fit?
If all that sounds like a fit, you’re a fan of leaving people with a smile because you’ve found the solution they were seeking, you’re detail-oriented like crazy, you love to make friends with technology and use it to help you do your thing, you’re cool with handling the occasional unhappy customer in a kind, compassionate way, and you’re self-motivated, please follow the instructions below to apply.

IMPT: Replies that don’t follow the instructions will be immediately deleted. Sorry/not sorry ‘cuz part of the job is being detail-oriented.

FOLLOW THESE STEPS TO APPLY:
1 –Email us with this exact subject line:

“I’m the Customer Happiness Specialist You’re Looking For”.

Include your resume PLUS your brief, but original cover letter that speaks to the specific needs of this job and why you would be an outstanding Customer Happiness Specialist

>>> (We will not consider any cover letter that appears generic OR any resume without a cover letter).

2 – Use the Use the word OREO in the first sentence of your letter (really).

3 – Embed a GIF of your choice somewhere in the cover letter. Pick one that fits the vibe of what you’re saying — something that adds personality, makes us smile, or reinforces your point. (Yes, really. Have fun with it.)

4 – Tell us one fun fact about you and how you spend your time when you’re not working. Don’t try to say what you think we want to hear. Be real. Be you. We like that.

P.S. If you used AI to help write your cover letter, cool — just say so and let us know what you added to make it your own.

Job Type: Part-time

Pay: $18.00 – $20.00 per hour

Expected hours: 15 – 20 per week

Benefits:
• Flexible schedule
• Work from home

Experience:
• ONLINE customer service: 2 years (Required)

Language:
• English natively (Required)

Work Location: Remote