Who are we?

We are Invisible’s Operation Team. We solve problems at scale so they never happen again. At our best, we solve problems before they happen. How?

We Believe That

-- Invisible is a world-changing company and the our Team is responsible for creating the systems that will launch Invisible into the stratosphere

-- Exponential gains from systems > Short term linear work > Systems for system's sake

-- Consistent feedback is key - we are addicted to learning and getting better

-- What one of us knows, all of us should know

-- Every new mistake is a learning opportunity

Because of these beliefs, we’ve built a team where

-- Distributed approaches and centralized intelligence merge. Each teammate is constantly innovating and trying something new. Every mistake is prevented by all. Every success is learned by all.

-- Each of us contains the sum of the knowledge, intelligence, and creativity of our entire team.

-- We evolve and mutate constantly like an organism, identifying successful and problematic tactics and incorporating ideas from any source.

Who We Want

-- Polymaths and independent thinkers

-- Someone who is unlike anyone else on the team

Are you endlessly fascinated with startups? Are you eager and hungry for the right mentor who will show you the ropes? This is the job for you. If you're willing to learn, to strive, to think creatively, and be a sponge. This job is for Start-up Padawans.

Our Chief of Staff to the CEO, Aimee Samac, is looking for a smart, curious, passionate person who is ready to dive deep and make magic happen!

Aimee called and told us she's looking for...

"An Executive Assistant that focuses on maximizing performance of the brand new Executive Assistant Team. Here's what we are looking for"

Principles:

• Clients Come First - We put our clients first in all we do. Period.
• Hand Off - Not Ping Pong
  If you speak to a client without others on the call, you are responsible for filling out the Client Interaction Typeform, making sure all parties have full context on that client communication and noting appropriately in Hubspot
• Commitments - We honor our words and keep our commitments to clients
• Value - Each client deserves to know, to touch, to feel, to understand and appreciate the product/service that they are paying for
• Quality - It is not what is put in the product, it is what the customer gets out of it
• Efficiency - We are connecting people and systems to drive towards better client outcomes
• Service - We are here to serve our client's with humility, confidence, and excellence
• Client Forcefield - Everyone here is part of a client-facing team and when we work together, we are becoming both a forcefield and a force. Everyone is a part of this forcefield and matters, and any person removing themselves - leaves others open to being taken out

Account Manager/ Customer Success Manager (CSM) - Responsibilities:

• Delivers excellent customer service by consistently going above and beyond client expectations.
• Drives value for the client by understanding the client’s business inside and out; knowing goals & pain points.
• Uses strategic and creative methods to tactically expand accounts by assisting clients with getting additional teams, users, and processes on-boarded.

Client Relationship Management - Responsibilities:

• Phone / Email support -- available for calls with clients during your shift per client interaction preference (amount of calls per week, type of communication)
• Monitoring SLA standards and making sure we’re meeting them for our clients
• Checking and reacting to out customized tasks dasboard
• Look for delegations that have passed the SLA (Service Level Agreement) timeline and flag to operators & tag Delivery Manager & Lead
• Catch delegations that are approaching the SLA deadline and flag to operators & tag DM & Lead
• Maintain Client Interface interactions as per client preferences
• Officially submit delegations received from the client
• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post-go-live support
• Being the trusted partner for the customer on the use-case, product functionality, and processes to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback

Internal Collaboration:

Reporting from the perspective of the client:

Meet (or exceed :) ) Communication Responsiveness per SLA Standards:

 Delegation Transfer:

RP for Delegation Prioritization:

Team Syncs:

Maintain close sync with DM on all client interactions and communicating the client narrative :

Provide Internal Feedback:

• • Daily Client Report
  • Escalations
  • Mistakes
  • Preference changes updates
  • When on shift:
    • Be readily available via Slack, text, WhatsApp and respond within SLA timeline
    • Email Inbox ZERO every day by EOD - without exception
    • Respond to all emails, slacks, texts, from DM, PM, Direct Manager, and clients within SLA timeline for each type of contact 100% of the time.
  • Ensure delegations are handed off and understood by new assignee's
  • Confirming with Client and revisiting on a regular cadence
  • Articulation of prioritization of delegations to Client >DM>Lead> Operator
  • AM meets with the team & leads daily
  • Fill in the AM Slide on the EST Daily Report for OPT - High-level
  • (Eventually) Attend Support team syncs - customer relationship side of the role
  • Lead Regular team calendar syncs - constantly improving the hive mind and scheduling capabilities of the team
  • Collaborate as requested by DM on any specific training needs for agents
  • Provide Daily Client Report to DM & Manager - granular, tactical
  • Follow Escalation Protocol
  • Weekly Client Report Typeform Submitted
  • Submit Client Interaction Typeform immediately after each interaction (call / zoom / text) and include the zoom recordings
  • As much feedback as possible is given in real-time and in the ITC channel so that there is plenty of context.
  • If and when needed, feedback is taken offline and done in a Zoom room.

Quality:

• Monitoring from Airtable & Grafana (until DAL catches up with product upgrades)
• Delegation monitoring; finger on the pulse of major buckets of delegations
• Have knowledge of statuses of different delegations
• Chase, track, make sure things stay online

Growth:

• Use Hubspot :
  • Log and monitor all client interactions in Hubspot
  • {{Flesh out other duties for Hubspot according to GRT / CS protocol}}
• Driving adoption and outcomes leading to renewals, expansion, retention, and advocacy across your portfolio.
• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
• Represent the voice of the customer to inform our sales process and product roadmap
• Identify opportunities for customers to act as Invisible advocates (e.g. testimonials, case studies)

Operating:

• RP for Level 3 Complexity delegations
• RP for Scheduling (Batching events, Location sensitive) :
  • Individual Contributor for Level 3 Complexity Scheduling delegations
  • Daily & Weekly forward-looking calendar checks (avoiding dumpster fires)
    • Are notifications set per client preferences
    • Are all Buffer blocks scheduling correctly?
    • Are all Transit blocks complete and correct?
    • Are there any conflicts?
    • Have any external contacts canceled meetings that have not made it through the DAL yet?
    • Is color coding correct?
    • Are there links and agendas and context in each calendar invite?
  • As client preferences dictate, providing next day calendar reports to client (context on outward-facing meetings, high-priority meetings)
  • Providing next-day calendar reports to the EST team (context on high-priority meetings, blocks that are static, etc.)
  • Purchasing processes
  • Event Management & Coordination
  • Travel Coordination (multi-faceted)
     
• Process Architecture & Scalability :
  • RP for training on Level 3 Complexity delegations and leading scalability efforts
    • Develop / Build new processes
    • Create corresponding process architecture and submit for review
    • Build the machine and personally test it
    • Successfully train and handoff the machine to the EST DM / Agents
    • Test it and monitor for quality / coach on improvements
    • Rinse and Repeat!
  • RP for capturing Client Preferences and delegating the upgrades to taskbooks and client dashboard
    • Review taskbook upgrades and approve

We dare you. We double dare you!

Join the family!

Other Details/requirements

• We are a 100% remote company, so prior remote work experience is beneficial
• Work US hours - anticipate working 25-45 hours/week. Your schedule can be discussed during your interviews.
• Compensation:
  • ≈ $2,500 base + performance bonuses (potential to reach $4,575 monthly in the first year)
  • we are a meritocracy - show us what you are worth and we’ll compensate you accordingly
• Excellent communication and use of the English language
• Eagerness to learn
• Detail oriented, eye for mistakes and quality control
• Event coordinator experience is a huge plus