Customer Success & Executive Operations Manager

ABOUT US: We run mission-driven brands dedicated to helping visionary leaders, authors, entrepreneurs, and changemakers amplify their voice, expand their impact, and build businesses aligned with their values. We are growing, and we're looking for a highly organized, proactive, solution-oriented Customer Success & Executive Operations Manager to become the founder's right hand. This is not a traditional virtual assistant position. We're looking for someone who takes ownership, communicates quickly, solves problems before they become emergencies, and genuinely cares about delivering an exceptional experience for our customers and community. Our clients are the lifeblood of our business. We believe every customer deserves to be acknowledged, supported, and cared for with excellence. If you're someone who thrives on creating order from chaos, documenting systems, improving processes, and helping a mission-driven company grow, we'd love to hear from you. POSITION OVERVIEW: As our Customer Success & Executive Operations Manager, you will serve as the central communication hub between our customers, systems, team, and leadership. You will manage customer communications, support executive operations, build and improve systems, document SOPs, coordinate podcast scheduling, assist with visibility initiatives, and help ensure our brands operate efficiently and professionally. This role requires excellent communication, strong follow-through, emotional intelligence, and a commitment to ownership and accountability. CORE RESPONSIBILITIES: Customer Success & Client Experience Manage customer support inboxes daily Respond to customer inquiries promptly and professionally Ensure all customer requests are acknowledged within one business day Process membership cancellations, subscription changes, and support requests Troubleshoot client issues and coordinate solutions Escalate complex situations appropriately Maintain detailed records of customer interactions Identify recurring customer challenges and recommend improvements Ensure no customer communication falls through the cracks EXECUTIVE SUPPORT Serve as the founder's right-hand support person Manage scheduling and calendar coordination Track projects, deadlines, and priorities Maintain task management systems Support meeting preparation and follow-up Coordinate communication across team members Assist with special projects and growth initiatives OPERATIONS AND SYSTEM DEVELOPMENT Build, document, and continuously improve SOPs Create operational playbooks and process documentation Identify gaps in existing systems and create solutions Develop workflows that improve efficiency and consistency Maintain organized company documentation Build forms and internal systems using tools such as Typeform and Google Forms Help streamline customer and team experiences PODCAST & VISIBILITY SUPPORT - Coordinate podcast guest appearances and scheduling - Manage outreach follow-up and communication - Track interview schedules and assets - Support visibility and promotional initiatives - Assist with maintaining business profiles and online presence - Support marketing and growth projects as needed TEAM COMMUNICATION - Communicate customer feedback and trends to leadership - Ensure important information is shared with relevant team members - Follow up on delegated tasks - Maintain transparency around project progress and challenges - Help create a culture of accountability and excellence REQUIRED SKILLS & EXPERIENCE - Based in North America or South America - Fluent written and verbal English communication - Strong customer service or customer success experience - Experience supporting founders, executives, or small teams - Exceptional organizational skills - Strong problem-solving ability - Excellent follow-through and attention to detail - Ability to prioritize independently - Comfortable working in a fast-paced, entrepreneurial environment - High level of integrity and personal accountability PREFERRED EXPERIENCE: - Google Workspace - Gmail - Google Drive - Google Calendar - Trello - LastPass - Typeform - Kajabi - Canva - Slack - Riverside - Zoom - Project management software WHO YOU ARE: - Highly responsive and communicative - Proactive rather than reactive - Resourceful and solution-focused - Calm under pressure - Detail-oriented - Self-directed - Tech-savvy - Organized - Reliable - Professional You don't wait to be told what to do. You identify problems, propose solutions, and take ownership of outcomes. You understand that communication is critical and that exceptional customer experiences are non-negotiable. You care deeply about helping a mission-driven company grow and succeed. SUCCESS METRICS: - Customer response times - Customer satisfaction - Resolution rates - SOP and systems development - Project completion - Communication effectiveness - Operational efficiency improvements - Reliability and follow-through Compensation is based on experience and qualifications. Part-time with opportunity for expanded responsibilities and growth for the right candidate.