Musora Mentor

**You have a musical aptitude, are friendly (customer-centric), and enjoy connecting and nurturing customer relationships.
**About Musora Media**

At Musora Media, we make it easier to play the songs you love by combining great teachers, organized lessons, and practical technology with student-centered communities.

Jared Falk founded his first online lesson community in 2003 and has been steadily growing online education communities since then. Over time Musora Media has become a multi-faceted business that includes online media properties, digital and physical products, and an online education platform with over 180,000 students.

While we love all instruments, we currently have communities for drums (Drumeo), piano (Pianote), guitar (Guitareo) and voice (Singeo) within our online membership.

Underpinning all of our efforts are two simple goals:

- Create more musicians
- Keep them playing longer

As a member of our team, you will be responsible for helping us create new musicians and developing a culture of continuous learning and self-improvement.

**Job/Position Overview**

As a Musora Mentor, you are the dedicated point of contact for a cohort of Musora students. Your mission is to maintain long-term relationships with each customer you connect with.

**Key Qualifications**:

- Knowledge/Education/Experience_
- Proficiency in the English language (written and verbal).
- Deep knowledge and passion for music and fundamental musical concepts.
- Knowledge of and ability to explain basic computer tasks/processes.
- Skills, Abilities, and Other Attributes_
- Ability to exhibit the Company's Core Competencies, which include our three core values: Empathy, Passion, and Grit, as defined on our company website.
- Excellent verbal and written communication and strong typing skills.
- A warm, empathetic, and upbeat approach when communicating with students.
- Ability to maintain professionalism/confidentiality in escalated situations with customers.
- Independent problem-solving capabilities.
- A hands-on self-starter with a positive attitude and strong work ethic.
- Comfortable with Google Suite.

**Key Duties**:

- Build meaningful relationships with Musora students.
- Answer questions about our platform, lessons, gear, and music theory.
- Proactively retain students and work to increase their lifetime value.
- Process new sign-ups, purchases, renewals, cancellations, and refunds as needed.
- Stay informed about marketing promotions, our websites, and reported issues.
- Report issues for investigation by the product team.

**Responsibilities**:

- Engagement levels for students in dedicated support cohort.
- Retention and lifetime value for students in dedicated support cohort.
- A high level of confidentiality is required regarding customer payment information.
- Personal productivity and accountability.

**Work Conditions**:

- **Environment**: If working in the office: work will typically be performed in an indoor, open-concept office environment and in-house studio, protected from loud noises. Throughout the day, some noise like drums, piano, or other musical instruments may occur within the studio. Ear protectors are encouraged if entering the studio when there is loud noise.
- Distractions/multiple demands (include other departments in your workspace, noise from surrounding studios, and potential mature language due to the variety of artists Musora potentially contracts).
- There’s flexibility to work on-site, hybrid (mixture of on-site and remote work) or fully remote. If you work fully remotely, we will ensure you are set up with equipment to meet your work requirements at Musora.
- **Hazards**:none.

**Key Performance Indicators (KPI) (What you will be measured on)**
- Engagement
- Churn Rate
- Customer Satisfaction (CSAT)
- Average Response Time

**Reporting Structure**
- Reports to the Student Support Assistant Manager(s

**What we offer you**:

- $20-22 CAD/hour
- Remote/Hybrid, your choice
- Full-time
- **Career Growth. **You’re joining a growing team and we care about your career growth We’re always open to learning what you need to be successful and will do our best to work with you to make that possible
- **Learning and Development**. We encourage our employees to learn and develop their unique talents and strengths and offer Gallup-Clifton Strengths coaching and workshops.
- **Benefits**. Physical & mental health benefits, prescriptions, dental, and vision benefits - we care about our employees, and we want to make sure YOU have the benefits you need to stay healthy and well.
- **Paid time off**. We understand and value the importance of rest and recovery, and that includes time away from work (Plus, you’ll get your birthday off.)
- **On-site gym**. We have a miniature “iron paradise” you’re welcome (encouraged, even) to use at your leisure.
- **Onsite SNACKS.** Including an assortment of drinks (alcoholic and nonalcoholic), Cliff bars, fruit, and a delicious assortment of ch