2024 Elite Concierge

Position Summary: 

The Speaker Lab is looking for a full-time (~40 hours/week) Concierge to support our speaker coaching program of our Booked & Paid to Speak Elite.

The Elite Concierge has a knack for communication, customer service, and coordination. Your main role will be to provide a seamless experience for our students from the moment they enroll until the time they complete the program, so that not only do they become successful speakers, but feel fully supported all the while.

As our Elite Concierge, you will facilitate the task of fulfilling the promised deliverables to our students which consist of, a website, demo, and leads. Your role in this process is pivotal to the overall student experience. The ability to manage multiple projects at any given time and with great accuracy is critical.

This role is remote and we prefer North American time zones. We operate by normal business hours, but this position is flexible and you’ll have some freedom in when and where you’ll work. It’s more important to us that you accomplish certain tasks and objectives with a high level of responsiveness than needing to constantly clock in/clock out (lame).

A Bit About Us... 

Here at The Speaker Lab, we help speakers build and grow their business. We do this through many free products such as our podcast, YouTube videos, and blog but we also offer paid digital training through our online courses and training programs. 

We’ve helped thousands of speakers spread their message all over the world. If that’s appealing to you, we’d love for you to join us. 

We do work that matters and we do it in a fun way with a top-notch team of people. We are a virtual company so everyone works remotely.

We believe that who you are is more important than what you do. Yes, your work matters and we have high standards, but we also care about you as a human. So we prioritize having fun and enjoying life.

Our Purpose

We give speakers clarity, confidence, and a clear path to make an impact. We help speakers at all levels in their journey. We want to be a guide to show them where to go but also help instill the confidence that they can do this. 

Our Core Values

Growth: We believe growth means cultivating a culture that encourages challenging the status quo, evolving to meet market needs, and a commitment to personal and professional development.

Ownership: We believe ownership means that when you identify a problem, you take responsibility for the solution, and you follow through on the implementation.

People: We believe people matter so we serve them by respecting their journey, celebrating their success, building long-term relationships and helping them achieve fulfillment in their work.  

Requirements

Here’s What You Would Do: 

• Provide a seamless/high-quality experience for all Elite students
• Own the Elite student process from onboarding to weekly rhythm to ensure students 1) have a great customer experience 2) get results in their speaking business 3) feel a part of our TSL community
• Own the Lead fulfillment from request, to software management, to delivering the leads in a timely manner to our students
• Take initiative to troubleshoot the lead finding process and go above and beyond to find the best quality leads within each individual student’s industry
• Bring fresh ideas and perspective to the lead fulfillment, you are always looking for ways to do our job better
• Be the liaison between Elite students and our production partners (we assist our students in creating a demo reel for their speaking business as well as a website - you’d be coordinating that)
• Over-communicate with students on all projects (Lead Finder and Done-For-You site/video)
• Send personalized “welcome” messages to all our new students
• Conduct onboarding/orientation calls for new Elite students
• Work with TSL speaking coaches to provide feedback on specific students and keep them aware of progress/issues
• Manage student issues, especially around refunds and cancellation requests
• Manage the Student Success Tracker and ensure it’s always up-to-date and accurate. This is the internal tool we use to ensure students are progressing and that we’re delivering high-quality customer service
• Help find system-wide improvements to the Elite experience
• Be our “Student Success Inbox Ninja” to handle all assigned Elite Student emails in a timely, and responsive manner.
• Learn, and master, the layout of “The Speaker Lab” dashboard to ensure proper guidance for students

You’re The One We’re Looking For If: 

• You’re great with people and love making others feel at home.
• Your tech-savvy and know how to familiarize yourself with new software quickly and efficiently (HubSpot experience is a big plus!)
• You are systems-driven, good at problem-solving, and figuring things out on your own with minimal direction.
• Incredibly organized and detail-oriented.
• Obsessed with the customer experience and making sure every student has a memorable experience working with TSL.
• You aren’t hesitant to pick up the phone or hop on a Zoom call to help a student be successful.
• You’re upbeat and positive. You have a knack for connecting with others.
• You have been in a service-based, satisfaction role for 12 months or more
• You are available to begin working as a full-time Concierge for The Speaker Lab at 40 hours/week. 

Benefits

• Health Benefits (Medical, Dental and Vision)
• Retirement Plan (401k) with company matching
• Paid Time Off (Vacation, Holidays & Personal days)