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Company Introduction:

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