Customer Success Support

About Breakthrough Academy

We run a ridiculously fast-growing company that helps innovative entrepreneurs in the contracting industry grow their businesses by implementing excellent operational systems into their companies. We believe in the unlimited potential of entrepreneurship and help our Members (clients) break through barriers and take their businesses to the next level.

Our proprietary training program brings systemization to a company’s operations, develops an entrepreneur’s core business skills, and holds accountability to goals along with a clear business plan.

Breakthrough Academy is now just eight years old and growing rapidly with over 600 business owners developing in the program, and an awesome team of 45 running the show. Our program leads hundreds of entrepreneurs to systemize their businesses and become better leaders. We are on track to continue the rapid growth of our membership.

Because of this, we are looking for our next Member Support expert.

This is where you come in.

THIS IS FOR YOU IF:

• Your super power is building strong relationships; your secret sauce is that you genuinely care
• You have exceptional attention to detail and a high level of accuracy
• You are an active listener; you ask the right questions to understand the members needs to help create a great experience
• You smile when you know you’ve helped someone along their journey
• You are hard-working and ambitious; you like to check things off the to-do list
• You are ready to join a well-built company with a strategic growth trajectory
• You pride yourself in solving problems effectively and efficiently
• You are resourceful, you gather information and quickly connect the dots
• You’d love to be part of a fun, ambitious team working towards a common goal
• You are extremely organized and are a pro at prioritizing your time
• You can manage multiple detail-oriented tasks without breaking a sweat
• You are a self-starter with an entrepreneurial spirit
• You are adaptable and can shift gears at the drop of a dime

IN THE ROLE, YOU WILL BE:

• Welcoming and onboarding new BTA Members (clients) into the BTA Program and Community
• Assisting the Lead Facilitator in Member meetings, troubleshooting and providing live support where necessary to ensure positive Member experiences
• Providing Member support through various communication channels, ie. emails, Zoom meetings, phone calls, texts, etc.
• A trusted liaison between Members and Coaches to assist with various Member inquiries and support requests
• Working with a Member Success Team that thrives on creating positive experiences for every BTA Member
• Supporting the Lead Facilitator to maintain high levels of member retention
• Assisting in managing the support inbox and phone calls to ensure every inquiry is tended to within a timely manner
• Managing and maintaining accurate Member information and records on the CRM
• Diligently managing monthly Member invoicing and billing
• Managing multiple tasks simultaneously, that include being on a Zoom call and backend admin support
• Fostering engagement in our online Member Community using creative posts to promote the BTA Program, resources and events
• Drafting fun, engaging communications to share with our BTA Members
• Making sure every interaction leaves a Member feeling supported, valued and proud to be part of Breakthrough Academy

Experience Required

• 3+ years combined experience in Administrative Support and/or Customer Service in a fast-paced environment
• Experience providing technical support to customers who have a low level understanding of technology
• Extreme attention to detail and organizational skills are a must
• Experience working in a robust CRM system
• Experience working with Zoom, GSuite, OneDrive, Microsoft Office, Slack
• Must have a quiet, private space to host Zoom meetings regularly
• Must be eligible to work in Canada with the ability to travel outside of the country from time to time for Member Events