Customer Support Specialist

Customer Support & Operations Assistant

The Webinar Room is a membership for course creators and coaches who want their webinars to convert. We launched in May 2026 and have 330+ members across the US, Canada, Europe, and Australia.

I’m Emelie, the founder, with 16 years of experience in online education. We’re a small, warm team with a direct communication style.

We’re looking for a support and operations assistant who is available during US business hours (roughly 9 am–5 pm ET), so members don’t have to wait a full day for a login fix. You should also be comfortable working with Claude and helping us build practical systems that make our day-to-day work easier.

What you’ll own

• The support inbox: logins, access, billing, refunds according to policy, plan questions, and “where do I find…?” requests, answered within one business day using our written FAQ.
• Admin questions in our member community during US hours, directing members to email when needed.
• Welcoming new members during launch weeks, when 150–200 members may join in a single week, several times a year.
• A short written summary every Friday, flagging recurring questions and opportunities to improve the FAQ.
• Working with us to create and improve systems, processes, and documentation, using Claude to help develop reusable templates, workflows, and simple automations.

You’ll work from a written playbook and report to our support lead.

Must have

• Hands-on experience with Kajabi and ThriveCart, including member access, checkout, and refunds. This is required.
• Previous customer support experience in an online course, membership, or coaching business.
• Confidence using Claude for practical work, such as drafting documentation, improving processes, and building repeatable workflows. You know how to review its output and use your own judgment.
• The ability to help turn recurring tasks into clear, organized systems and build them collaboratively with our team.
• Warm, clear written English and a calm approach to frustrated customers.
• Reliable availability during US business hours, Monday–Friday. Some weekend availability is a plus, but not required.

Tools: Kajabi, ThriveCart, Stripe, Facebook Groups, Claude, Google Workspace, Asana, and Slack.

Hours and terms

We’ll start at around 10 hours per week, with more hours during launch weeks, and are open to growing the role into a full-time position. These hours should be spread across the week to support timely responses during US business hours.

A 90-day trial period applies. Confidentiality and data-processing agreements are required.

To apply

Send 3–5 sentences on why this role fits you and your available hours in ET. Include an example of how you’ve used Claude to create or improve a system, process, or workflow, explaining your contribution.

Also include a short answer to this scenario:

A customer can’t access a course they purchased, another requests a refund, and a live webinar starts in 20 minutes with a broken access link. What would you handle first and why? What would you resolve yourself, and when would you ask for help?

Shortlisted candidates will be invited to a paid 1-hour exercise to prioritize a sample inbox, draft replies to two fictional customer requests, and use Claude to suggest a simple process improvement.

Start: As soon as possible.