Maker Experience Expert for JenniferMaker
Please Note: Applications are now open, but may close without notice if we receive too many. If you are interested in this position, act quickly.
Who I'm Looking For
Do you love helping people? Do you have experience in the world of customer service? Are you familiar with crafting, Cricut, and blogging?
I might just have the perfect role for you!
I am looking for an employee to help me at JenniferMaker as our "Communications Hero" (aka Customer Support Representative).
This position focuses on answering reader emails, Facebook messages, and responding to comments on our Facebook ads. As we have both a crafter and a blogger audience, the ideal candidate will be familiar with both crafting and blogging as well as the JenniferMaker brand.
The person who is right for this position loves to help people, has a passion for good communication, is able to respond to our reader and customer messages across a variety of channels within 12 hours or less, and enjoys supporting others and helping them succeed.
While perhaps not quite yet an expert, this person does have a solid grasp of customer service, familiarity with the JenniferMaker blog and my courses/ebooks, and a basic understanding of crafting and making. This is a person dedicated to not only supporting others, but also ensuring that the experience of every person who comes into contact with JenniferMaker is excellent and positive.
This position involves a combination of organization, attention to detail, and follow-through, and it has high expectations for answering messages within 12 hours or less of receipt.
You would be a hero to everyone who contacts us for help—informative, supportive, and positive!
Position Details
Status: This will be an employee position (not a contractor position).
Hours: 35 - 40 hours per week (a 5-day work week with the same regular days off during the week).
Special Note: As a JenniferMaker employee, you will not be able to engage in any outside activity that could be construed as a conflict of interest, such as running or working on your own or someone else's blog or crafting business.
Who is Jennifer
I am a very hard worker who is committed to excellence and impatient with inactivity. I am kind but driven. My Myer-Briggs personality type is Mediator (INFP-T) or Diplomat (INFJ-T), depending on when I take it. I appear organized and I get things done, but I do not schedule my time in a traditional way. These are my top five strengths:
Things You Should Know About Me Before You Consider Applying
I'm one of those "march to the beat of a different drummer" creative types. I dislike set schedules, meetings, and appointments. I vastly prefer to chat in texts, FB messenger, and email, and I avoid voice calls. I like to experiment with my blog, FB groups, and mailing lists, and am likely to make changes without much warning. I like to deep dive into things, whether it's product creation or home renovation projects for my blog, and I will hyper focus on it for several days. I have specific core values that matter to me and my team. I treat others as I want to be treated which means I won't be micro managing you nor offering a lot of feedback if you're doing the job right. I am fiercely independent and cherish my freedom. My ideal day is one without any meetings or set activities, where I can just work on my One Thing and then various projects as I am inspired to do so. If you are the type of person who needs constant contact and feedback from me, you won't be happy working with me. All that said, you will be reporting directly to my Communications Manager (Michelle), not me, for this role and she's awesome at providing feedback!
Responsibilities
- Acts as the first point of contact for the majority of our readers and customers ... and always with a smile!
- Responds to Facebook messages within 12 hours or less of receipt.
- Answer email as necessary within 12 hours or less of receipt.
- Keeps inbox organized for easy location and retrieval of emails as needed.
- Understands and uses the JenniferMaker products and projects so you can answer questions and support our people.
- Provides thorough responses to emails that address and answer the reader or student's questions the first time.
- Assists with email support during product launches with excellent customer service and be available as needed during launch periods.
- Participates in our Facebook groups, reads our newsletters and posts, and watches our videos.
- Effectively communicates with team and meets with us weekly on Zoom video chats.
- Has the best interest of the JenniferMaker brand in mind.
- Helps me look good to my readers and customers.
- Works with minimal supervision.
Things You've Done in the Past
2-3 years in a customer service/support setting.
Worked as part of a team from home.
Worked with Gmail and Facebook (pages and groups)
Crafted simple things (and not afraid to work with your hands or with technology)
Things I'd Love For You to Know (optional, not required)
ConvertKit, Shopify, and ThriveCart
Google Drive, Docs, Forms, and Sheets
Slack
Cricut Design Space (the software used with Cricut cutting machines), Inkscape, and Illustrator.
Note: I'd just like familiarity, not expertise, with how to generally use these tools. If you don't have it but are willing to learn, great!
This Position is NOT For a Person Who:
Already has a job and is not willing to leave it for ours
Already has a lot going on and doesn't have the time and focus to do a quality job
Isn't interested in providing excellent customer service, growing, and learning
Wants to be front and center, rather than working in the background
Is not willing to sign a non-disclosure and non-compete agreement
Is unwilling to go the extra step to make our brand look good to our readers and customers, and to reflect our core values
Needs immediate supervision, firm structure, and frequent feedback
Will take customer problems or complaints personally
Has unreliable Internet or computer access (you must have your own Mac or Windows desktop or laptop for this position -- ChromeBooks and tablets will not get the job done)
Wants to learn how to blog or run a business from Jennifer. As an employee, you will not be able to have your own blog or craft-related business, as that would be a conflict of interest and split your focus. This position requires 100% focus on growing the JenniferMaker brand and community.
This Position IS For a Person Who:
Is a high communicator.
Has excellent follow-through.
Has a great feel for the JenniferMaker brand and what my people want from it.
Is resourceful.
Takes the initiative and doesn’t need to have their hand held.
Has a great attention to detail and brand quality.
Is highly organized but moves quickly.
Takes ownership and pride in your work.
Is not afraid of new challenges.
Loves learning new things and can implement new ideas quickly.
Adapts very well to changes on-the-go.
Is technology savvy but is willing to ask for help if needed.
Can handle direct feedback without getting their feelings hurt.
Can juggle lots of moving pieces while staying focused and collected.
Is willing and able to complete training and learn new systems
Someone who is able to work on the weekends and holidays.
Why Should I Be Interested in This Job?
You’ll get to work in a fun business that helps change and improve people’s lives through their handmade creations.
You’ll get to work with an awesome team of people who make things happen!
You will have the resources you need to do your job well.
You will get answers to any and all questions you have.
You’ll have the flexibility and freedom to work from wherever.
You’ll be paid to do the things you already love and rock.
Why This Job is Important
This position will involve working closely with all members of the JenniferMaker team to ensure that our fast-growing company runs smoothly.
You will be responsible for the positive experience of every person in our community -- all our readers, members, bloggers, and students.
Brand quality and making everything work seamlessly is the foundation to our expansion and growth long term.
Questions before you apply? Please email Grandi, our Operators Director, at grandi@jennifermaker.com