This is not a traditional customer support role - and it’s not a purely operational role either.

We are hiring a customer-obsessed operator to build and scale our Customer Experience function from the ground up.

This role sits at the intersection of customer care, client success, and operations, and is responsible for ensuring our customers are deeply supported while building the systems, processes, and structure that allow that experience to scale.

In the early phase, this role is highly hands-on. You will be directly involved in customer communication, escalations, payments, and day-to-day support work — not as a long-term function, but to gain deep operational insight into where things break.

From there, you will design and implement the systems, SOPs, and workflows that enable a high-quality, consistent, and scalable customer experience.

You will not just manage a team - you will build the function, improve the experience, and create the systems that support both. The expectation is: Execute - learn - document - systematize - train - scale.

Compensation:

• Salary Range: $95,000 – $110,000 base
• Bonus: $5,000 – $10,000 performance-based
• OTE: $100,000 – $120,000
• Medical, dental, vision, life & disability benefits
• Paid time off
• Remote flexibility
• Access to our coaching programs
• Mission-driven culture and company retreats

This role requires someone who is equally comfortable:

• Supporting customers directly and handling sensitive or complex situations
• Stepping back to identify patterns, gaps, and inefficiencies in the system
• Building structure, SOPs, and workflows from what they learn in execution

This role is intentionally hands-on in the beginning. You will be expected to:

• Respond to customer inquiries
• Handle escalations and payment issues
• Work directly in our systems and inboxes

This is not because we need long-term support coverage, but because we believe the best systems are built by people who deeply understand the work.

• Handling escalated, complex, or high-touch customer cases directly with customers.
• Communicating directly with high-value or sensitive clients.
• Managing payment-related issues: defaults, holds, refunds, chargebacks, and special payment plans.
• Updating and auditing payment logs, AR reports, and exception tracking.
• Creating, refining, and enforcing customer communication templates.
• Supporting campaigns, launches, and events through customer outreach and follow-through.
• Partnering closely with Finance and Operations to resolve discrepancies and close loops.
• Build the Customer Care department from the ground up, providing structure for a junior team.
• Develop and deliver comprehensive training programs and materials.
• Create, enhance, and maintain clear and actionable SOPs.
• Mentor and coach the team to ensure their growth and success.
• Ensure the accuracy of all data the team receives and works with, identifying and correcting discrepancies in reports.
• Perform QA on data from other departments to ensure its integrity.
• Delve into the CRM and other systems to QA customer data and ensure correct communications are being sent.
• Own CSR reporting across activity, escalations, payments, and outcomes.
• Ensure reporting focuses on outcomes first, activity second.
• Lead weekly CSR check-ins and contribute to leadership updates.
• Surface risks, bottlenecks, and recommended solutions proactively.
• Ensure customer support efforts align with company initiatives and revenue goals.
• Document CSR workflows, SOPs, enforcement protocols, and escalation paths
• Maintain and improve CSR logs, templates, and internal reference documents
• QA customer support execution for accuracy, consistency, and follow-through
• Eliminate gaps where issues historically fall through email, chat, or internal messaging tools
• Translate real execution into repeatable, scalable systems
• Creating and presenting a phased CSR scaling plan as volume increases.
• Building out the department to include Client Success and more hands-on Account Management.
• Identifying which work should remain high-touch vs. automated or delegated.
• Leading or supporting the team to evaluate and help implement a new, more robust ticketing system.
• Designing and implementing AI-powered customer support tools
• Partnering cross-functionally to deploy AI safely, accurately, and on-brand.

How Success Is Measured

• Accuracy, clarity, and usefulness of CSR reporting and all team-related data.
• Reduction in preventable escalations and unresolved issues.
• Improved response times, resolution rates, and customer satisfaction.
• Quality and adoption of CSR SOPs, templates, and systems.
• Successful development and structuring of the junior team.
• Readiness of the CSR function to scale operationally without loss of quality.

• Proven experience building and scaling customer care departments.
• Demonstrated ability to create and implement training programs and SOPs for junior teams.
• Mastery of customer support ticketing systems and CRM tools (e.g., Keap, HubSpot, Zendesk, Freshdesk, Close.io, or similar).
• Excellent written and verbal communication skills — crisp, clear, proactive.
• Obsessive attention to detail: work is clean, accurate, and on time.
• Strong Excel / Google Sheets skills, including reporting and dashboards.
• Ability to perform data QA and ensure data accuracy.
• Comfort owning sensitive conversations around payments, enforcement, and exceptions, and handling customer escalations directly.
• Deep experience in customer support, customer success, or client experience — not just operations
• Strong judgment in customer-facing situations, especially around escalations, refunds, and sensitive conversations
• Ability to balance customer empathy with policy enforcement and business outcomes

Strong Plus / Preferred:

• Experience in coaching, education, training, or knowledge-based businesses.
• Experience migrating or implementing customer support ticketing systems.
• Experience implementing automation and AI tools, including CSR bots.
• Experience supporting launches, events, or membership-based programs.
• Experience building out client success or account management functions.

At David Bayer Businesses, we are on a mission to end human suffering through the transformation of mindset, behavior, and consciousness. Our core business, David Bayer Coaching, is a globally recognized leader in transformational ventureship and mindset training, with accolades from Inc and Success Magazine. Through events like The Powerful Living Experience Live and our digital curriculum, we serve tens of thousands of purpose-driven visionaries and seekers.

As we expand into our larger vision—Whole Human, a new paradigm for emotional, financial, and spiritual sovereignty—we are building a client-centric machine that reflects the scale of this movement: mission-driven, AI-powered, and omnipresent across platforms and verticals.