Client Support Rep - SaaS Academy

Take a look at this video to learn more about the team’s experience at SaaS Academy. If you are passionate about driving growth and making a meaningful impact in the SaaS industry, you have an exciting opportunity to join a team dedicated to supporting founders and shaping the future of SaaS businesses!

SaaS Academy is the complete business growth system for SaaS founders. The company's mission is to empower SaaS businesses by providing them with the tools and strategies to achieve repeatable and scalable growth. With SaaS Academy, founders can focus on the work they love, knowing that their business is supported by a comprehensive growth system.

At SaaS Academy, the team is committed to helping 5,000 B2B SaaS founders unlock their full potential and exceed their growth expectations. They believe that by enabling founders to achieve significant impact through their businesses, they can create a positive ripple effect in the world. The company's vision extends beyond individual success, aiming to empower entire teams to thrive and contribute to their industry's growth.

The core values at SaaS Academy guide their decision-making process and define their organisational culture. These core values include:

💡 Growth Mindset: 🌱

They focus on 1% improvements and believe in the compound effect of growth. Creating a better future and inspiring continuous self-improvement are their ultimate drivers. Once they find the edge of their comfort zone, they jump out of it – again and again.

💬 Candid Communication: 🗣️

They don’t sugarcoat anything, and candidates will never wonder where they stand; they are direct, honest, and candid for the greater good. They are each other’s toughest critics – but also each other’s loudest supporters. Critical feedback is their oxygen, and they stay focused on creating the best outcome for their clients and team.

🔧 Machine Builders: 🏭

They are process-driven so they can deliver magical moments at scale. They look for repeatability in their operations (and document it) to build freedom and consistency in their work, benefiting their team and their clients.

👥 Customer Backwards: 💯

Their mantra is to create more value for their clients than anyone else in the world. It’s not just a business strategy; it's who they are.

🎯 Create Leaders: 🌟

At SaaS Academy, they have created an environment that grows their team members, who then create value for their clients. The company works with their clients, team, and community to solve problems impacting the world and teach them to be courageous. They build the people, and the people build the business.

SaaS Academy is currently looking for a Client Support Rep who would enjoy going above and beyond to delight their clients, engage their community groups, and master administrative tasks with speed and accuracy. You will support the community and inbox for the SaaS Academy Program and work hand-in-hand with Customer Success.

🌟Your responsibilities will include:

• Community Management: Support and engage with clients in SaaS Academy’s online Facebook communities, focus on Facebook engagement and adoption metrics and lead additional projects for further community optimization.
• Client-Facing Support: Process and manage email support via Hubspot, assist in one-to-many email and Facebook announcements, develop processes and establish new ways to demonstrate high-level support for clients.
• Administrative Support: Manage client CRM, build reports, optimise tooling (CRM, Hubspot, Kajabi, Facebook, etc), process coaching call follow-ups, and assist with documentation creation and event-related support and tasks.

The onboarding process will take around one month, during which the new team member will work closely with Amber, the Account Manager. The initial weeks will be focused on learning the platforms, system processes, playbooks, and client engagement.

This is a full-time position and the working hours are between 12 noon and 8 PM CET, with some flexibility.

Requirements

To excel in this role, you need to have:

• Minimum of 2 years of client support experience.
• Availability to work between 12 noon and 8 PM CET, with flexibility of up to ±1 hour.
• Ability to adapt and pivot quickly, reacting to changes in a constantly evolving organisation. You will need to maintain targets of responding to tickets in under two hours and closing tickets in under 24 hours.

Brownie points for:

• Experience with Hubspot or similar platfo