Customer Service Admin

Customer Service Administrator

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Who We Are

Trade Launch helps painting contractors build more profitable, organized, and scalable businesses through coaching, proven systems, training, and hands-on support.

Our clients rely on us for more than information—they expect responsive communication, clear guidance, strong organization, and consistent follow-through.

We’re looking for an exceptional Customer Service Administrator to help us deliver that experience.

This is not a passive administrative position. We need someone who takes ownership, communicates confidently, solves problems, and ensures every client feels supported throughout their journey with Trade Launch.

## The Mission

Your primary responsibility is simple:

**Deliver an organized, responsive, and professional experience for every Trade Launch client.**

You’ll serve as a central point of contact between our clients, coaches, and internal team. You’ll manage client communication, coordinate onboarding, organize meetings and information, maintain accurate records, and ensure nothing falls through the cracks.

You should be someone who can anticipate what needs to happen next and take action without requiring constant direction.

## What You’ll Own

### Client Communication

Provide prompt, friendly, and professional support to Trade Launch clients.

Responsibilities include:

* Monitoring client communication channels
* Responding to general questions and support requests
* Routing coaching, billing, or technical questions to the appropriate team member
* Following up on outstanding client requests
* Providing clients with clear updates and next steps
* Ensuring every question receives a timely response
* Maintaining a positive and helpful tone in every interaction
* Identifying urgent or sensitive concerns and escalating them appropriately

### Client Onboarding

Create a smooth and organized onboarding experience for every new client.

Responsibilities include:

* Sending welcome emails and onboarding instructions
* Scheduling onboarding and kickoff calls
* Collecting required intake forms and business information
* Ensuring clients receive access to Skool, Slack, training materials, and other resources
* Confirming that onboarding steps are completed
* Following up on missing information
* Updating internal records once onboarding is complete
* Introducing clients to the appropriate coaches and team members

### Scheduling and Calendar Coordination

Coordinate client-facing meetings across the Trade Launch team.

This includes:

* Scheduling coaching and accountability calls
* Confirming appointments
* Rescheduling calls when necessary
* Coordinating calendars between clients and coaches
* Sending reminders and meeting links
* Preventing scheduling conflicts
* Tracking missed calls, cancellations, and reschedules
* Helping clients understand where and when to attend weekly calls

### CRM and Administrative Organization

Keep client records, tasks, and communication organized and accurate.

Responsibilities include:

* Updating client profiles and contact information
* Recording important notes and client updates
* Maintaining onboarding and client-success trackers
* Organizing documents, recordings, and client resources
* Tracking action items and follow-ups
* Ensuring internal systems reflect the client’s current status
* Identifying incomplete or outdated information
* Supporting ongoing improvements to administrative workflows

### Community and Program Support

Help clients navigate the Trade Launch experience.

Responsibilities include:

* Directing clients to the correct courses, calls, resources, and support channels
* Answering questions about how the program works
* Helping clients access Skool, Slack, Zoom, and other platforms
* Posting reminders and important updates
* Monitoring the community for unanswered questions
* Keeping course links, schedules, and shared resources organized
* Ensuring clients know exactly where to go when they need help

### Client Follow-Up and Accountability

Help maintain engagement throughout the client journey.

Responsibilities include:

* Following up with clients who miss scheduled calls
* Checking in when onboarding steps remain incomplete
* Supporting coaches with client reminders and action items
* Tracking unresolved client requests
* Identifying clients who may be disengaging
* Alerting the Client Success team to potential concerns
* Making sure every open item has a clear owner and deadline

### Billing and Documentation Support

Provide administrative assistance with client accounts.

This may include:

* Routing billing questions to the appropriate team member
* Sending invoices, receipts, or payment links
* Updating account and payment records
* Following up on required documents
* Organizing signed agreements
* Maintaining confidentiality when handling client and financial information

## What We’re Looking For

We’re looking for someone who:

* Is warm, professional, and confident when communicating with clients
* Is extremely organized and detail-oriented
* Takes ownership of tasks from beginning to completion
* Responds quickly and follows up consistently
* Can manage multiple priorities without becoming overwhelmed
* Solves problems independently within established guidelines
* Is comfortable learning new technology
* Maintains accurate records and organized systems
* Knows when to resolve an issue and when to escalate it
* Handles confidential information professionally
* Brings a positive, helpful attitude to the team
* Is comfortable working in a fast-moving environment

## You’d Be a Great Fit If...

* You genuinely enjoy helping people.
* You naturally bring organization to busy environments.
* You hate leaving questions unanswered or tasks unfinished.
* You communicate clearly without sounding robotic.
* You notice small details other people miss.
* You think ahead and act before problems grow.
* You’re comfortable speaking with business owners.
* You enjoy improving processes and creating structure.
* You don’t need constant supervision to produce excellent work.
* You take pride in creating a great customer experience.

## Success in This Role Looks Like

* Every new client receives a smooth and professional onboarding experience.
* Client questions are answered or routed quickly.
* Coaches have the information they need before client calls.
* Client records, documents, and communication remain organized.
* Meetings are scheduled and confirmed without unnecessary confusion.
* Missed calls, incomplete forms, and unresolved requests are followed up on.
* Clients know where to find resources and who to contact for help.
* Potential client concerns are identified before they become larger problems.
* Administrative tasks are completed accurately and on time.
* No client request or internal action item falls through the cracks.

## Why Join Trade Launch?

This is an opportunity to become an important part of a growing company that is making a measurable impact on painting contractors across North America.

You’ll work closely with our clients, coaches, and leadership team while gaining exposure to client success, business coaching, sales, operations, and entrepreneurship.

You’ll have real ownership, meaningful responsibility, and the ability to directly improve the experience our clients receive.

If you love helping people, creating structure, solving problems, and ensuring every detail is handled, we’d love to hear from you.