We’re hiring a Member Success Manager!

Here at Writing Mastery Academy, we help writers of all skill levels overcome challenges and turn their creative visions into reality through our courses, webinars, community, and support. Now, we're looking to add a dedicated Member Success Manager to our team, to help ensure all our Academy members have the assistance they need on every step of their writing journey.

So if you're someone who's empathetic, detail-oriented, strategic, resourceful, creative, and passionate about helping other writers succeed, read on!

As our Member Success Manager, you'll be the friendly voice of Writing Mastery and the Writing Mastery Academy, addressing questions, solving technical issues, and ensuring our members have the best possible experience with our platform, courses, and resources.

Roles & Responsibilities

Customer Support

Respond to member inquiries via email in a timely (within 1 business day), professional, and empathetic manner
Troubleshoot and resolve technical issues related to course access, community participation, and account management
Process refund requests, track payment issues, manage chargebacks, and perform other administrative tasks according to company policies
Track support trends and common issues to help identify areas for improvement
Create and maintain support documentation and FAQs
Assist with implementing and managing potential future support systems (ticketing, self-service options, etc.)

Customer Success

Monitor member engagement, identify drop-off risks, and build strategies that keep our members engaged and motivated to continue their journey in the Academy
Keep members up-to-date on everything going on in the Academy by managing our weekly Academy Insider member newsletter
Collaborate with the Writing Mastery team to ensure consistent messaging and excellent member experience

Requirements

Excellent written communication skills with attention to detail
Customer service experience, preferably in an online education or subscription-based environment
Strong problem-solving abilities and technical aptitude
Skilled at maintaining a positive, professional, and empathetic tone even when handling difficult or frustrated customers
Ability to explain technical concepts in simple, accessible language
Self-motivated, able to work independently, and skilled at managing time and priorities with minimal oversight
Availability to work approximately 10-15 hours per week
- Periodic monitoring of the inbox around live events (usually 1-2 Saturdays a month at 12pm Pacific)
- Ability to attend a weekly meeting on Monday afternoon
Comfortable using/learning popular online tools like Gmail, Google Docs, Slack, Kajabi, and Notion
Interest in writing, publishing, and/or creative education preferred
Experience implementing or managing customer support systems a plus

Benefits

Free access to the Writing Mastery Academy
Work closely with the Writing Mastery team, including Jessica Brody
Flexible schedule; you can work whenever you want as long as you hit your deadlines
Remote; work from anywhere (you will need to join weekly Writing Mastery team meetings in US Pacific time)
A chance to help thousands of writers achieve their goals!

Job Specifics

Freelance, 1099 independent contractor position
Starting pay at $23.00 USD/hour, paid monthly
Expected workload: 10-20 hours per week, with potential to increase based on growth

How to Apply

If you feel like you’re a good fit, please click the link below to fill out our online application. Please include the phrase “curious octopus” somewhere in your answers.