We are excited to announce that we are hiring! Lead Out Loud Inc. is a company founded by #1 bestselling author and “bounce back” expert, Sonia Ricotti. We are rapidly expanding and we’re searching for a top-notch candidate for the position of Customer Care/Operations Manager.

We are a “mission” driven, heart-centered, “personal transformation” company that helps people around the globe bounce back from difficult times and achieve boundless success in all areas of their lives.

Our “Unsinkable” brand offers many online programs, webinars, books, memberships, products, and we’ve even released an inspirational feature film.

This is a virtual position (working from home) and leading a phenomenal heart-centered team located around the world (U.S., Canada, Philippines, etc.).

You must have reliable high-speed internet and available during regular North American business hours preferably 10 am to 6 pm EST, Monday to Friday, plus some evenings and weekends.

During our big “launch” events (and busy seasons), overtime hours will be required.

If you’re a top-notch leader with extensive customer service management and operations experience and want to work with one of the most heart-centered, top-notch teams on the planet, we’d love to hear from you.

What you will do:

• Lead a team of Customer Care Specialists and Supervisors (who are located around the world)
• Maintain a positive team environment through effective communication, leadership, training and coaching
• Hiring and training all new team members
• Create and manage the department’s ever-changing schedule
• Maintain high-level service in the department and ensure that all client inquiries are handled quickly and efficiently
• Provide feedback and performance reviews to team members
• Handle various daily financial (and other) administrative tasks and reports
• Handle and respond to escalated and advanced client inquiries via telephone and via our ticketing system
• Handle daily administrative tasks, refunds and reports revolving around day to day operations and quality control
• Report to the Director of Operations and provide assistance with various ongoing projects when needed

• You have solid background experience in customer service management (e-Commerce experience is highly desirable) leading a team. References required
• You are a heart-centered and an empathetic listener who takes pride and gets satisfaction helping people move past their frustrations
• You demonstrate excellent analytical, problem solving and interpersonal skills to deliver high customer satisfaction
• You have superior organization skills and are meticulous with attention to detail
• You are very well versed in technology and enjoy learning new systems
• You are a great problem solver
• You enjoy taking on new projects and new challenges
• You possess excellent verbal and written communication skills
• Your background shows that you possess an ability to manage multiple priorities within a fast paced and high-volume environment while maintaining your calm
• You have a good understanding of technology and enjoy learning new systems and software (and you pick it up quickly)
• You have reliable updated computer equipment with high-speed Internet access, located in a quiet area where you are not disturbed by family activities
• You enjoy taking on new projects and new challenges
• You are okay with working overtime hours (when required) and the occasional weekend
• You don’t get flustered easily. Your family members and friends describe you as cheerful, easy-going, intelligent, sincere, compassionate, honest, hard working and 100% reliable

• You have experience with Keap
• You have experience with Maropost
• You have experience with Zendesk
• You have experience as a Life Coach
• You have experience using Skype
• You are competent using Microsoft Excel and Microsoft Word

• You get stressed easily
• You get flustered with new tasks (especially when it comes to new technology)
• You have difficulty working in a fast-paced environment and dealing with last-minute changes
• You have a restricted hourly schedule (during launches, it’s “all hands on deck” with long hours)
• You get defensive, argumentative and blame others for problems