Company Overview

🌐 Mastermind.com, created in partnership by Dean Graziosi and Tony Robbins, stands as the #1 online platform for individuals eager to share and monetize their knowledge and create a positive impact on the world around them. With a global audience and a profound commitment to personal, professional, and relational growth, we're more than just a company – we're a movement. Our millions of students and audience members don't just learn; they thrive.

We are seeking a new Client Service Team Manager  to provide high-capacity leverage to our Customer Support and Leadership teams.

Position Overview

🚀 Working alongside and reporting to our Managing Director of Product & Client Experience, our next Client Service Team Manager will be responsible for developing and implementing customer service strategies that enhance customer satisfaction, while leading our Client Service and Retention teams with an unwavering commitment to excellence in customer engagement. 

This role is for the CS pros out there who possess an unwavering commitment to excellence in customer engagement, embody the spirit of strategic leadership, and have a knack for operational excellence. Our ideal candidate is someone who thrives in navigating the complexities of the client services industry, and is a rising Customer Service leader who is looking to take their career in Management and Leadership to the next level. 

If driving customer satisfaction and loyalty through strategic leadership and innovation is your game, then we want to hear from you!

RESPONSIBILITIES

• Develop and execute customer service strategies that align with the Mastermind mission to create raving fans through unparalleled support.
• Innovate and improve service processes and practices, integrating new technologies for enhanced customer experiences. This includes the implementation of new technologies and AI to increase efficiency and customization of the client experience
• Identify opportunities for process improvement and implement streamlined procedures and SOPs to enhance operational efficiency and client loyalty.
• Lead, mentor, and develop a high-performing customer service team. This includes leading and managing our team captains for Client Relations, Client Services, and the client Client Retention teams, in addition to the reps under them. 
• Foster a positive and high-performing team culture that prioritizes EXCEPTIONAL customer service and satisfaction.
• Oversee the structure of the customer service teams, ensuring roles are clearly defined and effectively contribute to our overarching objectives. This includes collaborating closely with all teams for a unified customer journey.
• Establish customer service KPIs and metrics that will set the standard in how our team maintains a laser focus on productivity, efficiency, and, most importantly, unparalleled customer satisfaction.
• Proactively address customer issues and escalations, ensuring swift and effective resolutions when needed. You’ll set the standard for proactive customer service, ensuring our team is always one step ahead in delivering solutions and maintaining our reputation for excellence

REQUIREMENTS

• A minimum of 5 years of experience in a top-tier customer support team environment, either as a CS Lead or Manager. Your background demonstrates your ability to lead Client Service systems and reps with vision and purpose!
• A background working with and leading on both in-person and remote Client Service teams and employees.
• A proficiency with tools like Helpscout, Hubspot, and ChatGPT and an innate ability to leverage technology for better customer engagement and support
• Prior experience as a team leader who can create systems cohesion across multiple representatives. 
• Prior experience working with leaner CS teams (15-20 reps) in a fast-paced environment is preferred. SaaS candidates preferred!
• Exceptional communication skills enable you to influence and engage at all levels within the organization, from team members to executive leadership.
• Extensive knowledge of best practices and of the most effective customer support solutions and tools in a rapidly evolving landscape of technology
• A low ego and a high impact approach, combined with a commitment to working effectively within a team, make you the ideal candidate to join our mission-driven organization.
• Strong technical, analytical, project management, and presentation skills with the ability to communicate among all levels of the organization and to any client audience

Your role as Client Service Team Manager at Mastermind.com is not just a position but a calling to lead, inspire, and make a tangible impact on the lives of millions. If you’re ready to take on this challenge and propel our customer service to new heights, we can’t wait to meet you.

If reading through this job description had you saying ‘YES’, then we would love to hear from you …

… Here’s how to apply

HOW TO APPLY:

Here’s what’s needed for you to be considered for our team:

1. Complete the application and questions through Bamboo
2. Complete a brief video interview introducing yourself, what you are looking for in the next step of your career, and why you are passionate about this opportunity. Loom videos can be submitted via Bamboo or to OwnYourFuture@Mastermind.com.

P.S. If this isn’t you but you know of someone that would thrive in this role and this environment, we want to hear from them too! Just forward this posting along to them

About Mastermind.com: 

Join the largest brand disrupting the digital product space, backed by Dean Graziosi and Tony Robbins. Mastermind.com is revolutionizing self-education, combining education, entertainment, and community support. Our platform not only enables knowledge sharing and monetization but also fosters a global community of like-minded individuals committed to each other's success. Join us in redefining the future of education and personal growth.