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About MarketerHire
MarketerHire’s mission is to make expert marketing accessible to all.
Founded in 2019, we are growing rapidly and are a leader in the talent marketplace, on-demand staffing, and Future of Work categories. Our platform gives companies on-demand access to a global network of expert, pre-vetted marketing talent and is used by early-stage startups, billion-dollar unicorns, and Fortune 100 companies alike. Customers include Netflix, Palantir, Chanel, Allbirds, Lambda School, and thousands more.
We also contribute to the future of work, helping our marketers earn significant additional income while eliminating the hassle and risk of freelancing full-time. By default, all of our engagements are remote, enabling our talent to work anywhere in the world.
At MarketerHire, we’re passionate about building a diverse team. We care deeply about diversity, equality, and inclusion and strive to build a culture where everyone, from any background, feels included, supported, and free to be themselves. Diversity makes for the best problem-solving and creative thinking, which is why we’re dedicated to adding new perspectives to the team.
If your experience is close to what we’re looking for, we want to hear from you. Experience comes in many forms – skills are transferable, and passion goes a long way.
Position Description
You will be the voice of our talent on our platform, obsessed with the talent experience. Your job will be to ensure all our talent is happy, their feedback is heard, and our product exceeds their expectations. You will drive retention and growth among our talent by understanding their needs and helping them succeed.
You'll be working at the intersection of our marketplace, working with a wide range of companies and marketing talent. You will be the internal and external advocate for our talent, interacting with them day-to-day, driving changes and optimizations to our processes and workflows, and managing their end-to-end experience. You must be fully capable of excelling in a fast-paced environment, including responding to consistent challenges, exceeding productivity goals, and going above and beyond as needed.
This is a remote position that can be done from anywhere. All communication and resumes must be submitted in English.
Responsibilities
- Be an internal and external advocate for our marketers. You will be their go-to person, successfully navigating internal processes ensuring the best experience for all talent on our platform.
- Conduct and manage onboarding calls with incoming marketers and ensure they understand our process and policies.
- Own and manage the processing of incidents, billing disputes, talent check-ins, and overall talent communication.
- Advocate for product changes to support talent needs and improve experience.
- Work with internal teams, including sales, marketing, and operations, to manage the talent experience, ensuring we exceed their expectations.
- Deliver and communicate MarketerHire’s value proposition to our talent throughout their lifecycle.
- Own the talent experience by communicating with talent regularly, analyzing talent health metrics, running NPS, and gathering feedback on their experience.
- Provide insights to talent to ensure that they get the most out of the platform with the aim of helping grow our talent base.
- Identify opportunities for talent to act as MarketerHire advocates (e.g. testimonials, case studies, etc.,)
- Create internal and external documentation and educational materials supporting our talent experience, actively enhancing all Talent Success initiatives.
Requirements
- 2-3 years experience working in customer support, client success, or people operations.
- A college degree and marketing experience.
- You must be highly motivated and continuously strive for personal and professional improvement.
- Experience interacting with customers and responding to general inquiries, complaints, and collecting feedback.
- Exceptional writing and communication skills, dispute and incident resolution experience is a plus.
- Be highly organized, detail-oriented, and able to manage multiple projects simultaneously.
- Possess a positive, confident, and determined demeanor.
- Excellent time management skills.
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Ability to work autonomously and within a collaborative team environment.
- Be comfortable having difficult conversations and delivering performance-related feedback.
In the first month, you will
- Manage, investigate, and process talent incidents and client billing disputes alongside the support of the Talent Success Lead.
- Resolve issues with neglected and unhappy talent based on various surveys and emails.
- Manage onboarding calls and marketer profiles
- Ensure talent happiness and support the sales team members working with our talent.
- Manage regular check-ins with our talent to gather feedback aimed at continually improving their experience on our platform.
In the first three months, you will
- Become a freelancer experience expert and resource for talent and internal MarketerHire employees
- Begin to uncover new opportunities with talent that result in revenue-generating engagements for MarketerHire.
- Develop and own new processes and projects that create greater talent success and happiness on our platform.
- Identify key areas of friction in your work that can be made much more efficient either operationally or via automation.
- Develop policies, procedures, and documentation to enhance the talent experience on our platform.
MarketerHire is an Equal Employment Opportunity employer. All applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history.
We participate in E-Verify and support immigrant and employee rights. Please see the following links for more details.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf
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