Customer Success & Brand Ambassador

FATJOE is a leading marketplace that delivers on-demand SEO and digital marketing services. Founded in 2012, our company has become renowned as one of the world’s largest providers of outsourced Link-Building, SEO, Content Creation, Design, and Video services.

As a company with revenue of $10+ million, our team consists of over 100 talented professionals sharing one goal: To help agencies and marketing teams grow their websites, without dealing with vendor clutter. With a global reach, we collaborate with over 5,000 agencies to power their SEO and link-building efforts, content marketing campaigns and so much more. Our commitment to excellence is reflected in our exceptional track record of delivering services promptly and providing unparalleled customer support.

At FATJOE, we take pride in fostering a company culture that thrives on collaboration and trust. Our team is composed of skilled professionals who excel in their respective fields while providing support and expertise to the rest of the team. We know that our success lies in the strength of our team and the supportive environment that is the backbone of how we do business.

Join us and become a part of our dynamic, friendly team at FATJOE. Together, we will achieve new heights in the world of digital marketing services.

About the Role

The Customer Success & Brand Ambassador is responsible for promoting our products and services as the face of our brand in the US, while also providing exceptional customer support to our clients.

This position plays a key role in raising our brand awareness to reach new customers, educating our existing customers on everything our company offers, and ensuring that all of our customers have positive experiences when dealing with our Customer Support Team.

Responsibilities generally include promoting our products and services online and in-person, networking as our brand ambassador, being a spokesperson for our company at important events, handling customer inquiries (via email, chat, and phone), and working to develop meaningful and long-lasting relationships with our potential and existing customers. The person in this role should be open to training to help improve their knowledge about our services and products and to guide customers with their inquiries. The ideal candidate should be confident, autonomous, and able to work independently, while also possessing a fast learning ability and excellent English communication and networking skills.

Mission Statement:

The primary mission of our Customer Success & Brand Ambassador is to maintain and promote the positive image of FATJOE to our potential and existing customers, raise our company’s brand awareness, and deliver exceptional customer support as part of our Customer Support Team. This will involve acting as the brand ambassador for FATJOE when needed, promptly responding to customer inquiries, and continuously working to improve customer satisfaction. By excelling in both areas, this role aims to positively contribute to our company’s reputation for outstanding service and streamlined operations.

General responsibilities:

The responsibilities of our Customer Success & Brand Ambassador include, but are not limited to:

As our brand ambassador:

• Acting as the face of FATJOE in the US market when needed
• Representing FATJOE as a brand ambassador and spokesperson at important events
• Preparing the materials and merchandise needed for events with the help of the UK team
• Continuously working to raise the company’s overall brand awareness
• Promoting the products and services we offer to potential and existing customers
• Maintaining a thorough understanding of the company’s vision, mission, goals, products and services to represent the brand’s voice and personality at various events
• Networking and developing long-lasting relationships with potential and existing customers
• Continuously monitoring and responding to online reviews of our products and services
• Assisting the marketing team with organizing key events

As part of our Customer Support Team

• Responding promptly and professionally to customer inquiries via email, chat, and phone
• Collaborating with cross-functional teams to ensure seamless delivery of services to customers
• Providing guidance and assistance to customers regarding our products, services, and processes
• Handling key customer support tasks, including data entry, filing, and document organization
• Staying informed about product updates, industry trends, and customer support best practices
• Striving to achieve and exceed customer satisfaction goals, based on key metrics
• Regularly conducting follow-up calls or sending follow-up emails to ensure customer inquiries are resolved to the highest standard of customer satisfaction
• Taking ownership of customer issues and committing to follow each issue through to resolution, which includes escalating complex matters when necessary
• Proactively identifying and reporting any recurring customer issues or related trends to help improve FATJOE’s overall service quality
• Contributing to the development and maintenance of a comprehensive knowledge base for our Support Team, while also drawing from the knowledge base to improve your skills
• Participating in training sessions to enhance your knowledge and understanding of our company’s products and services, as well as the SEO and digital marketing industries
• Continuously seeking opportunities to improve the efficiency and effectiveness of our customer support processes to improve the experience for our customers

Overall, the Customer Success & Brand Ambassador will play a pivotal role in maintaining and developing a positive brand image for FATJOE in the US market, while also ensuring an easy and seamless customer experience through efficient and exceptional support, contributing to the overall success and good reputation of our company.

Position specifications:

The Customer Success & Brand Ambassador position includes committing to the following:

• Full-time commitment while meeting our general availability for office hours 10:00 AM to 6:00 PM EST (while working fully remotely)
• Consistently maintain a track record of logging at least 37½ hours per week
• Fixed-rate monthly salary with a yearly Christmas bonus based on overall company performance
• A 30-day notice period of one calendar month

As our Customer Success & Brand Ambassador, you need to be an energetic and outgoing person that embraces a strong, innovative, and proactive approach to your work. You should demonstrate independence, reliability, transparency, and trustworthiness in every task you do. Your exceptional communication and networking skills should allow you to thrive under pressure while efficiently coordinating tasks with customers, teams, and partners (whether external or internal). Being a detail-oriented and dedicated team player, you will also need excellent planning, public speaking, interpersonal, time management, and organizational abilities.

This position requires you to be able to adapt to working remotely while prioritizing availability and consistency during office hours. You should have a customer-centric mindset to be able to deliver seamless support to our customers and to be able to connect with potential new customers.

Key traits for this position:

You should demonstrate great attention to detail, strong communication skills, as well as excellent public speaking and problem-solving abilities. You need to be able to balance process-oriented thinking with the big-picture perspective. Thriving as a team player, you will be managing tasks with authority and remain receptive to the constructive input of other professionals in the company. It’s also important to stay up-to-date on industry trends as it fosters continuous improvement.

Key requirements:

The Customer Success & Brand Ambassador position has the following key requirements:

• Experience in a Customer Support Team, preferably with B2B clients in the US or UK market (especially with resolving customer inquiries on the phone or via chat and email)
• Previous experience in a similar role as a brand ambassador is highly desirable (including any experience in networking, public speaking, and being a brand’s spokesperson at events)
• Any experience working in a fully remote position is considered an advantage
• A productive, innovative, interpersonal, and structured approach to your work
• Must possess a compassionate approach towards clients’ problems and a persistent attitude in resolving issues, ensuring exceptional customer satisfaction
• Have a solid foundation of important values for the customer support industry
• Being computer literate and having a natural ability to adapt to using new technologies and tools
• Must be able to attend events and travel approximately 6 to 10 times per year
• Have a great understanding and appreciation for structured systems and processes
• Ability to work independently as well as in a team environment
• Strong attention to detail with exceptional organizational abilities
• Familiarity with working autonomously and managing your own time independently and effectively (remote work experience is a plus)
• Must have a stable internet connection and a laptop or PC, as well as be able to attend virtual video conferences
• Excellent verbal and written communication skills in English. You must be fluent in English, although English doesn’t have to be your native language
• Being open to receiving feedback and constructive criticism and improving on it, as well as giving feedback of a similar nature productively to your team
• Must be available and responsive during FATJOE’s office hours (10:00 AM to 6:00 PM EST)
• Must be able to consistently work full-time