Customer Support And Program Manager

Description:

People Person for Purpose-Led Business
Location: Remote (Australia-based preferred)Employment Type: Part-Time / Full-Time (Flexible for the right fit)
About Us
Jessica Maguire is the founder of the Vagus Nerve Program and Nervous System Certification Course, empowering individuals and health professionals worldwide. With a background in Health Science and a Master’s in Physiotherapy, she brings 14 years of clinical experience and trauma certification to her work.As a TEDx and keynote speaker, and author of The Nervous System Reset, Jessica has educated over 20,000 students globally. Through online programs and transformative live events, she is scaling her impact and revolutionizing how people understand and regulate their nervous systems.
Why Join Us?Work alongside a visionary founder and team passionate about delivering impactful programs.A supportive, dynamic, and fast-moving environment that encourages growth and innovation.Opportunity to shape and refine programs that make a meaningful difference for our members.
About You
You’re a communicator with a capital C. You’re warm and get a real kick out of making people smile. You’re passionate about making a positive impact in the world and doing meaningful work. You’re also highly organised, like improving processes, problem-solving, and a self-starter who takes well considered initiative to drive a business forward. You know your way around technology, can connect the dots and are all over the details.
About the RoleThis dynamic position combines community management and program coordination for our programs, while helping to shape our digital presence through valuable insights and feedback.This is a hybrid role with focus areas on our front-end community through social media and email, as well as our back-end global student community.You’ll work closely with the founder, ensuring quality programs, courses, and webinars are delivered.This is predominantly remote work but quarterly visits to meetup with our team in northern NSW would also be expected.
Key Responsibilities:
Community & Program ManagementManaging and updating program timelines, sessions and scheduleOversee our student portal and alumni community, fostering engagement through discussion prompts, and timely responses Support live Zoom webinars and educational events including breakout sessions and chatCreate and implement community engagement strategies that align with our brand voice Identify areas for process improvement within our program delivery systemsMonitor and maintain quality standards, and brand consistency across all participant touchpointsGather testimonials and student storiesFacilitate a community Zoom call once per month independently as per our frameworkDevelop and document evergreen, scalable standard operating procedures for the community management function
Customer Support Respond to inquiries across multiple channels (email, social media, student portal)Develop standard responses and support documentation that maintain our brand voice Document and develop evergreen, scalable standard operating procedures for our customer support functionAnalyse support trends to identify opportunities for product and program improvements Implement scalable systems and processes for maintaining consistent support quality Gather, analyse, and synthesise student feedback to drive platform enhancementsCollaborate with our team to implement user experience improvements
Qualifications & SkillsExceptional communication skills with a talent for building authentic connectionsHigh level of attention to detailExperience in user experience and improvement processesTrack record of translating customer feedback into tangible business improvementsStrong organisational abilities with proven success managing multiple prioritiesProficiency with digital tools including social media platforms, Zoom, Asana (or similar), Freshdesk (or similar) and CRM systemsProblem solving skillsBackground in communications, customer experience, education or program management Demonstrated commitment to personal developmentThis role offers an exciting opportunity to help shape the experience of our educational community while contributing to our company's growth and positive impact through insightful feedback and continuous improvement.
To Apply:Send us a short email introducing yourself with your CV and telling us why you’d be a great fit for this role. Bonus points for sharing something that makes you smile.Please send to jessica@jessicamaguire.com