Customer Success Specialist (Part-time)

✨ Who We Are

I’m Vik, co-founder & CTO at Shimmer. My co-founder, Chris, was diagnosed with ADHD two years ago. She frustratingly hunted for a behavioral solution that would help her gain control over her life and goals—to no avail. True ADHD style, we hyperfocused on learning all there is to learn about ADHD & ADHD solutions, and that was how Shimmer was born.

And the rest of our team is just like us: passionate about making positive change for ADHD lives, and hyperfocus-style hungry:

• We are infinitely in-tune with the end user: Serving the ADHD population is no easy feat, but we’re up for the challenge. Intuitive, accessible, engaging designs are table-stakes at every level
• We are deeply empathetic and human-driven: We are for humans with ADHD, by humans with ADHD—humans are at the core of what we do. We don’t take things at face value, and always strive to understand the deeper meaning & motivation
• We expect results (because what we’re doing matters) and we’ll help you get there: We are a high performance team and we never stop learning. We expect you to challenge us and push us further.
  
  

Our community is rapidly growing and we're looking for a part-time Customer Success Specialist with an ideal availability of 20-30 hours per week to help manage and scale our customer management processes (email, Intercom, automations) alongside our growing customer base.

This position is critically important to Shimmer and the delivery of our mission. Members who come to Shimmer have often faced decades of frustration and shame, and often Shimmer is the first time they’re opening up about their ADHD—vulnerability that we treat with the utmost care. This touch point is one of great responsibility and of even greater reward.

👊 Who You Are

You're a mission-driven, empathetic, detail-oriented, customer-focused person who thrives in fast-paced environments. In many ways, you will be the voice and heart of Shimmer, communicating directly with our ADHD community. You’re a self-starter and you’re always looking for ways to improve our processes and enhance the experience for the end user.

• Excellent communication and interpersonal skills. You understand what it means to be empathetic and you care about others deeply
• Proactive, ambitious OWNER. You take ownership over your work streams and understand how they intertwine with those of others and pull them in proactively.
• Able to think quickly on their feet and adapt to various customer support scenarios
• Ability to multitask and prioritize tasks
• Highly organized, with a strong attention to detail
• Demonstrated interest in self-educating on unfamiliar subjects or concepts related to well-being & ADHD
• Conviction and alignment with Shimmer's mission and values
• Tech-savvy and familiar with Intercom, Notion, Airtable, Slack, and Gmail
• Experience in customer service or a related field
• Bachelor’s degree in a related field
  
  

💪 What You’ll Do

You’ll work across all customer success functions of our small but mighty team:

• Member experience: You’ll absolutely LOVE working with our members. They are our raison d’etre. You’ll take ownership over customer experience processes, helping our members have the best time possible at Shimmer. You’ll also use these insights to help us improve the offering. Both co-founders will always be infinitely involved in (and love) customer experience, so you won’t be alone here!
• Internal-facing coach support: Our ADHD Coaches are central to the platform, and they need support with various operational and customer support processes like platform support, member management, external/internal communications, and other routine processes.
• External-facing support: We receive a lot of inbound emails from potential customers/partners/third-party vendors and you’ll lead our management of this pipeline. You’ll also help with automating/creating a support center for us to easily address any in-bound questions and make your job easier to execute!
• Operations: In this position, you’ll get to contribute in strategic design sessions critical to our growth and success as you’ll be working closely with our feedback data. You’ll pull from a variety of sources like member interviews, member feedback, secondary research, coach feedback, and more to help inform our product decisions. Some of the software you’ll be working with include Intercom, Airtable, Zapier, Slack, Notion, and our own Shimmer platform.
  
  

🤝 What We’ll Navigate Together

Startups are not easy, and we love that. We’re solving a massive UNSOLVED problem for a population with incredible untapped potential.

• There will be rocky times and euphoric times. We won’t sugar coat it, you’ll be in the trenches with us and we’ll figure it out together.
• We’ll disagree. We will listen to each other, go back to first principles, and put our ego aside as we arrive at the best answer for our customers. This is our growing zone.
• We’ll work really hard. We take our jobs seriously and know it’s a privilege to work on such an important and engaging problem. The best things in life don’t come easy—You like working hard and seeing change in the world from your hard work.
  
  

🤩 What You’ll Get

Startups are equally fun & rewarding—that’s why we do it right? To change the world.

• You’ll learn a lot. We push each other everyday to be better, and you will grow as a customer success specialist and leader with owning our various products
• You’ll have fun. Our team is small, and each of us are here because we love it. You'll be able to work in a flexible working environment inclusive of whatever your situation needs. Just let us know.
• You’ll make a huge impact. If you’ve read the testimonials on our website, you know what I mean.
  
  

If you’re intrigued, you’re in the right place.

Link to latest job posting here