Customer Success & Insights Specialist

Customer Success & Insights Specialist (internal: "What Do You Want" / Learning Rep) - Imagine Golf (iPhone app) - Project 1 About Imagine Golf Imagine Golf is the #1 app for the mental game of golf, trusted by over a million golfers with thousands of five-star App Store reviews. Our belief is simple: greatness starts from within, golf is won in the mind, not just the swing. Through a fresh 3-minute audio lesson every day and our signature 7-Day Series, we help golfers master their mindset, habits, and strategy. Legends of the game like 12-time major champion Gary Player champion our approach. Our promise: think better, play better. You'd be joining the team behind one of the most loved apps in golf, and helping bring it to the next million players. How We Work: Unorthodox, but Highly Logical - 2 hours a day, 5 days a week, every minute is real. - Plan (15 min): articulate exactly what you'll do. - Execute (3 Pomodoros × 25 min): three focused sprints, fully present. - Record & narrate: record your sessions and talk through your work; it's the "game film" your lead coaches from and feeds the team's shared knowledge. - Work alongside a hero: picture yourself beside someone fully in your corner who reminds you you're smart, capable, and on the path to success. We teach golfers visualization and the supportive inner voice; we run the same mental game on ourselves. - Write up (end of session): write up what you executed. We run like a pro sports team, with a clear playbook, specialized roles, and a high standard. Remote and async; built on the EOS framework; everything written down; Claude used aggressively; scored weekly against a clear rubric; strong performers stack more projects and income. Not for everybody, by design. We work in an unusual way because we want unusual results. The Role Be the voice of the golfer inside the team. You run the conversations, short, structured discovery calls and ongoing customer contact across calls, inbox, and online communities, to uncover what golfers really want, in their own words, and turn it into the insight that shapes the ads, the funnel, and the product. You also keep customers happy, supported, and well represented wherever they talk about us. The learning never stops. The Division of Labor - You run the conversations: execute the call guide and survey you're given, draw people out, capture and synthesize what they say, reply to customers, engage the community, and gather testimonials. - Malcolm (with Claude) designs the call guide and survey: you run them brilliantly; you don't write them. - Meta Ads Manager books calls via ads; the Copywriter turns your findings into hooks and funnel copy; the AI Product Manager builds to what you learn. What We're Looking For - A genuine people-person: warm, curious, a great listener; people open up to you. - Skilled at structured discovery / customer interviews: asks great questions, surfaces the real "why". - Excellent spoken English, native or near-native fluency. You're on calls all day, so clear, natural, easy-to-understand communication and instant rapport with our English-speaking golfers are essential. - A professional remote setup: reliable high-speed internet, a quality webcam, and clear audio (good mic, quiet space). You're on camera with customers; you need to look and sound polished, with no glitches. - Comfortable on Zoom, 1:1 and facilitating groups; strong at synthesis (turning many conversations into clear patterns and verbatim language). - Comfortable engaging in online communities and forums, writing clearly and naturally in a brand tone of voice. - Organized: schedules, runs, records, and logs calls reliably; handles complaints with grace; gathers testimonials naturally. - A background in psychology, coaching, counseling, sales, or qualitative research is a strong plus. - A planner and self-developer who works in focused sprints, takes feedback humbly, writes to learn, relentlessly improves. AI-fluent and self-directed. Where You Fit: The Learning Loop Prospects come in from lead ads, you talk to them, you also talk to users at every stage (active, dropped off, converted), you synthesize what they want, that feeds the ads, the funnel, and the product, which brings in more golfers. You're at the center of it. What You'll Do: Project 1 Tasks (SMART; one-time tasks in hours, ongoing tasks fill the daily 2-hr block) The daily core - Run 4 to 6 ten-minute discovery calls per day, recorded, using the provided guide. - Reply to emails and messages: clear the customer queue (questions, complaints). - Track and answer forum/community questions in the brand's tone of voice. - Review survey data and feed it to the AI Product Management team: turn responses into clear build takeaways. Learn / Validate 1. Run the discovery calls: 4 to 6 × 10-min recorded calls/day using the guide. 2. Facilitate a group call occasionally to surface shared themes. (~1.5 hrs) 3. Capture everything: transcripts into the AI brain, tagged, within 24 hrs. 4. Synthesize the Voice-of-Customer doc, by end of Learn. (~3 hrs) Build 5. Review survey data and feed the AI PM team: distil responses into build takeaways. 6. Sanity-check the build vs. what golfers said; line up beta testers. Launch & Scale (continuous loop) 7. Keep the calls going: 4 to 6 daily discovery calls with prospects and users at every stage. 8. Reply to emails and messages: respond within 24 hrs (proposed), resolve complaints, protect retention. 9. Gather testimonials: at least 2 per week (proposed) for the Copywriter and Designer. 10. Feed the loop: surface top insights into the scorecard, the weekly meeting, and the AI PM team. 11. Forum & community engagement: track relevant golf forums and communities and reply to questions in the brand's tone of voice. What You're Measured On Each Week (Every row on the 1–5 slider: 1 not yet, 3 meets the bar, 5 exceptional. Task rows scored only when active.) How you work (every week) - Planning, Pomodoro execution, Works within EOS, Daily learning write-up, Humble feedback, Self-development and excellence, AI/Claude fluency, Communication and grace. Skills - Discovery interviewing: great questions; gets to the real "why". - Active listening and rapport: people genuinely open up. - Spoken English and presence: clear, professional, easy to connect with on camera. - Group facilitation: runs lively, revealing group calls. - Synthesis: turns conversations into clear, usable insight and verbatim language. - Customer care: handles complaints fast and gracefully; retains customers. - Community engagement and brand voice: finds and answers questions in golf forums/communities, on-brand and genuinely helpful. - Testimonial gathering: collects strong, usable social proof. - Call operations and setup: schedules, records, logs reliably; rock-solid wifi/cam/audio. - Relentless improvement: sharpens questions and approach; uses AI to synthesize faster and deeper. Tasks (the active stage's) - Calls/day hit (4 to 6), email/message responsiveness, forum/community coverage, survey insights fed to the AI PM, synthesis quality, testimonials/week. Weight the insight-quality rows higher: synthesis and depth matter more than raw call count. Comp Base. Hourly, set by region, experience, skill, and revenue impact (e.g., about $20/hr × 10 hrs/week per project), paid per project. Upside, uncapped profit share. When the project makes money, you make money. We share profits with the team, no cap. The sharper your insight and the better you retain and convert customers, the more the whole funnel earns, and the bigger your slice. Strong performers stack multiple projects, multiplying the upside. How We Hire No interview-first hiring: - a 2-minute video answering a few key questions, - then a 10-minute screen-recorded challenge (run a short mock discovery call, or synthesize a provided transcript into the top 3 insights, talking through your thinking), - then a brief final Zoom with the project lead.