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Join the Team at Adelaide Bakes!

Customer Success and Community Manager and @ Adelaide Bakes

 

Role Type: Casual, initially 8-10 hours a week with room for growth!

Applications close on Friday, 17th May, at 5:00 pm ACST.

 

Role Summary Description:

In this pivotal role, you are the bridge between us and our community of customers and potential customers!

 

The Customer Success and Community Manager’s primary responsibilities are to support our community with enquiries in our primary inbox and to extend that support into our member hub by engaging and encouraging members to achieve their baking and decorating goals with the wide range of resources inside Adelaide Bakes Academy.


The ideal candidate will be passionate about engaging and supporting people with their questions and enquiries every day, you are energised by interacting with others in the online and virtual space.

 


Key Responsibilities in this Role

 

Admin support:

  • Managing the Primary Inbox and responding to emails in a timely manner

  • Replying to enquiries

  • Responding to member requests and questions

  • Assisting with access to the member hub

  • Managing member access - activating and deactivating members when necessary

  • Supporting members with account requests and account follow-ups

  • Take responsibility for any tasks required to assure optimum customer and member satisfaction.

  • Organising online resources in the member hub a way that allows them to be accessed quickly by members and team

  • Setting up basic technical requirements for communities such as Facebook groups, Calendly, Dropbox, VideoPeel, Bonjoro, Zapier, Google Cal, Typeforms, and Zoom meetings.

  • Plan and implement regular surveys to better understand our customers and track their progress

  • Keep our communities updated on the latest information through social channels, email communication, and more

 

Community Management

  • Regular engagement with our community through various communication channels including social media, live calls, and more

  • Assisting members with access to the hub and locating the correct resources

  • Being present in the comments during live broadcasts

  • Staying tuned in to the tone and needs of our communities, suggesting adjustments when necessary

  • Implement effective and engaging onboarding strategies for members

  • Motivate and encourage members to reach their goals

  • Offer compassion as customers endure challenging times

  • Protect and amplify our community’s unique culture

  • Filter and organise questions from the community

  • Collect, organise, and recommend customer success stories 

  • Keep our communities updated on the latest information through social channels, email communication, and more

 

To be successful in this role, you will have:

  • Experience in customer support and/ or community management

  • Clear and effective oral and written communication with good grammar which ensures great communication 

  • Keen interest in baking and decorating and a commitment to understanding the underpinning principles that ABA is structured around

  • Detailed-oriented as this role is a two-way communication channel between our customers

  • Computer literate and Tech savvy 

  • Experience using software such as Canva, Google Doc, Zoom, as well as social and Email platforms

  • Quick learner to acquire new skills and adapt to new strategies as needed.

  • Time management to prevent overwhelm 

  • Prioritization of tasks and projects to ensure on-time completion 

  • Process-driven thinking as you implement and improve existing processes and create new ones to improve efficiency and consistency of customer experience.

 

The Culture Needed to Succeed at Adelaide Bakes

  • Integrity is of utmost importance - In this role you will be handling sensitive information, relationships, and conversations

  • Open communication - we will be working closely together to ensure the smooth delivery of all programs and resources

  • Flexibility - Due to the nature of business, decisions and strategies can change rapidly. The right candidate will be able to adapt quickly to new initiatives.

  • Cooperation - We work together to support company goals. This sometimes requires everyone to help out in ways that do not fit their job description. 

  • Personal Responsibility - It’s important that the individual in this role takes personal responsibility for their own success and is able to communicate early and often when he/she hits roadblocks or needs more information to complete a task.

  • Commitment - Since this role has direct interaction with our customers, the ideal person will be committed to their success and to this role and the term long-term.

 

About Adelaide Bakes

We are a values-driven online baking and decorating education company that serves our community of both business and hobby bakers through virtual events, memberships, and mentoring programs; including Adelaide Bakes Academy and Adelaide Bakes Pro. We’re on a mission to ensure our community always feels supported when they join us and that we are creating and on track with the most up-to-date and relevant baking topics!

 

Prior Work Experience and Requirements

  • Must have experience using social platforms such as Facebook and Instagram.

  • Must have prior experience working directly with people in a retail, hospitality or
    customer support role.

  • Prior experience working virtually preferred, but not required.

  • Prior experience with the following tools is preferred, but not required.

    • Monday, Searchie, Canva, Zoom & Zapier 

 

Role Structure

 

  • This role will commence at 8-10 hours per week as a casual position, with the aim to increase hours for the right person

  • Flexible working days and times but must be able to attend to emails and the member community 3-4 days a week.

  • This is a virtual role so you can be based anywhere in Australia.

  • Home based - must have your own home office, laptop and reliable internet connection.
     

 

How to Apply!

To be considered for this role, please submit the following to helloadelaidebakes@gmail.com with the exact subject: I want to join the team and include the following:

 

1. Cover letter & PDF resume
2. Record a video introduction no more than 3-4 minutes long.

  • Title your video using this format: [first name]-[last name]-ABA-Customer-Success

  • Upload your video to Dropbox or Google Drive and include the link in your application email


3. Answer the following questions.

  • What drove you to apply for this role?

  • What do you enjoy most about working with and supporting other people?

  • Tell me about a time you faced a difficult challenge and how you overcame it.

  • What is your best quality?

  • What is your worst quality?

  • What excites you the most about this role?

  • What is your desired starting hourly pay rate for this role?

  • What are your goals for the future, where do you see yourself in 2-3 years time?

 

4. Optional but preferable - Include the following personality test results.

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