Are you looking for a company that you can grow with and find stability in the long term? Do you love supporting clients and seeing them succeed in ways they never thought possible? Are you excited about systems and operations, and supporting an impactful business in the day-to-day details? 

Shannon Mattern is looking for an Operations and Client Coordinator who can take on client support and daily operations implementation! Shannon Mattern is an online education company that coaches web designers to create profitable, sustainable, scalable web design businesses and teaches entrepreneurs how to build their own websites and market their businesses online. We support our clients AND team members in creating a life of freedom, flexibility, and financial independence. We strive to create a safe space for us to grow and learn from different and diverse perspectives.

We are a company that highly values diversity, equity, and inclusion. We encourage Black, Indigenous, Latinx, Asian, LGBTQIA+, and those who hold marginalized identities not listed to apply, even if you don’t think you fit 100% of the criteria.

Operations and Client Coordinator

Overview

Reporting to the CEO, Shannon, you’ll be responsible for overall client success and support along with all operational implementation. We’re looking for someone who is excited to find a company they can grow with long-term, and we are fully equipped and willing to train the right person on all systems and processes. To be successful in this role, you are someone who has never met a technological problem they couldn’t troubleshoot, and you love getting to know clients so that you can provide superior high-touch service. You’re excited about our mission and values and love to see others succeed! 

• Time Commitment: Full-time, flexible hours. Ability to work generally within the 9am-5pm ET window appreciated, must be available for all LIVE calls and meetings Compensation: $50-60k/year depending on experience
• Benefits: 
  • Work from anywhere
  • Flexible scheduling 
  • Paid federal holidays with 10 additional paid company-wide shutdown days (the week of July 4th and the week between 12/25 and New Years Day)
  • 10 days PTO in addition to the above company-wide shutdown days 
• Location: Anywhere in the United States – this role is fully remote. Preference on candidates located in Ohio, but not required. 
• Status: This role is a full-time employee role. You must be available to be employed by our company and legally eligible to work in the United States.

Responsibilities

Your responsibilities include (but are not limited to) client and customer support, program administration, and operations implementation.

Web Designer Academy program administration:

• Support the enrollment process by reviewing applications, preparing acceptance emails, following up with and answering questions from accepted applicants
• Provide live administrative support during Weekly Live Strategy Calls, monthly live workshops, and quarterly live marketing events (webinars, virtual conferences, etc).
• Lead weekly live onboarding calls, co-working sessions + guest expert sessions for clients 
• Address + answer client questions in Facebook Community 
• Draft, schedule + distribute all client-facing program communications via email, social media + Slack
• Maintain up-to-date records for applicants and clients in Airtable database  
• Update and manage the program curriculum, including adding new content and modules 
• Implement the Engagement + Retention Plan, monitor client experience, and actively seek ways to improve client engagement and experience  
• Manage client renewal process 
• Gather and organize client testimonials and utilize them to support further enrollment processes 

Client, collaborator + fan support:

• Support current clients, future customers + fans by providing high-touch service, thoughtful responses (and troubleshooting issues whenever they arise).
• Respond to emails + social channel DMs within 24 business hours and provide technical and troubleshooting support as needed 
• Coordinate scheduling of podcast interviews, speaking engagements, and other collaborations for the CEO.

Operations implementation: 

• Maintain existing tech + integrations, actively seek ways to improve delivery of content and programs.
• Set up and test marketing + program delivery funnels + automations for launches and promotions.
• Maintain marketing content calendar at the direction of the CEO.
• Coordinate collaborations for summits, podcast interviews, webinars, etc.
• Proof + schedule all promotional emails and newsletters Publish + optimize (pre-written) new blog posts and make website content updates as needed 
• Schedule social media posts according to content calendars 
• Consistently audit and update SOPs as needed to ensure they reflect current practices 

Why you’ll like working here…

We are really proud of the work that we do and are honored to be a part of our clients’ journeys. Our program allows our clients to live life on their terms, as it relates to flexibility and freedom but also creating financial independence. Through coaching and training, our clients are able to achieve this and we will apply the same approach to your training and development. We work to provide a safe and fun environment where our employees can grow as the company continues to develop. We lead with compassion and act with empathy toward clients and team members and are looking for an employee who will contribute to and support our mission and values. This role is our first full-time employee, which means you’ll get to be a part of a team that is growing. We want you to be an integral part of the future. (Along with more compensation and benefits as the role develops.)

This could be you if…

• You delight in watching people do things that you did not think were possible for them 
• You are not interested in having your own business – or maybe you’ve tried having a business before and decided that growing as an employee is the right path for you 
• You love solving problems and seeing opportunities 
• You don’t want to go to an office every day and love the idea of working from wherever with no dress code 
• You’re always looking forward and look for solutions before you dwell on problems 
• You’ve never met a piece of technology that you couldn’t figure out 
• You’re looking for a company to stay at long-term, with a lot of growth opportunities for employees 
• You want to be a part of a different kind of company – that cares deeply about its team members and clients and wants to create better opportunities for others 

Software

Please note that this list is non-exhaustive, and while we are looking for someone technologically savvy, we’re willing to train on all software for the right candidate. 

• ConvertKit
• AirTable
• Asana
• WordPress + Elementor
• AccessAlly
• Zoom
• Loom
• Google Workspace + Gmail
• Dropbox
• Deadline Funnel
• Vimeo
• Libsyn

To apply 

If you’ve read this far & this sounds like you, click here to submit your application!

Process

We are accepting initial applications from now until Tuesday, January 17th at 3pm EST. Please note that we will be reviewing applications on a rolling basis during the application window and will not be accepting applications past the deadline. 

If you’ve been chosen to move forward to the interview, you’ll be notified shortly after your application is received.

We’ll assess the top candidates in the following weeks (depending on how many applicants we have). If chosen, we’ll invite you to an interview.

We can’t wait to hear from you!