[Hiring] Team & Customer Assistant @Hunt St

Role Description

The Team & Customer Assistant will provide high-level support to the Co-Founders and leadership team, overseeing both of their calendars, scheduling meetings, travel, events, assisting deliver team KPIs and ad hoc projects. This role requires a proactive, highly organised and solutions-focused individual who can manage competing priorities, anticipate business needs and support the smooth operation of the business.

Alongside executive support, the role will support customer service and community management across multiple markets and communication channels, ensuring exceptional customer experiences. The successful candidate will be confident handling customer enquiries, managing social media engagement, improving processes and identifying opportunities to strengthen customer satisfaction and overall business effectiveness.

Key Responsibilities

• Executive assistance:
  • Support both Founders with diary management and arranging meetings including ensuring all attendees are fully briefed
  • Travel booking and co-ordination of travel schedule for both Founders
  • Event planning for key team events eg. Christmas party, Winter dinner
  • Assisting in preparation of decks for board reporting and leadership team meetings and follow up on some actions
  • Any personal admin for both Founders
  • Forward planning for both Founders to increase effectiveness
  • Co-ordinate and potentially lead ad-hoc projects as briefed by the Co-Founders
  • Support the effective operation of the executive team
  • Facilitate and help direct an effective Team Recognition program
  • Assist onboarding schedules for any new team members
  • Team KPI management ensuring all staff keep on top of KPI tracking and quarterly reviews are scheduled and completed on time
  • Arrange meetings of the Board and Leadership Team across timezones
• Customer service:
  • Manage internal customer service management system including our email inboxes (Aus, US and UK), gorgius, chatbot and social media
  • Provide ‘above and beyond’ customer service in all interactions with customers and think creatively about ways to optimise each customer’s experience
  • Tackle an array of problems, questions, or comments from our customers and tailor solutions accordingly
  • Become an expert on the company’s products, policies and brand including ingredients, packaging and ethos
  • Work with Quality & Regulatory team to ensure compliance with regulatory requirements given SPF is a regulated product
• Community management:
  • First responder to social media queries via Instagram and Facebook (inbox and comments)
  • Work with social media team to execute community programming eg social content, community involvement in product development, outreach to content creators and influencers as required

Qualifications

• At least 2 years of experience as a Virtual Assistant or Customer Service representative
• Self-starter, solution-minded, detail-oriented with exceptional organisational and follow-up skills
• Ability to efficiently manage and prioritize multiple projects
• Strong attention to detail and execution
• Must have ability to think strategically, conceptualize new ideas, initiate change and react to fast-paced environment
• Requires strong written communication skills, as well as interpersonal capabilities so as to deliver a professional tone of voice reflective of the brand values
• A degree of proficiency in working with numbers and general budget management

Work Arrangement & Expectations

This is a remote role that will be set up as an independent contractor engagement. To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• From time to time, work outside of Australian business hours as this is a global business with team situated in Canada, the UK, the USA and Australia