Member Success + Community Support
A little bit about our company, Undercover Architect
Undercover Architect is an award winning online business that helps and teaches homeowners how to get it right when designing, building or renovating their family homes (whoever they’re working with, and whatever their dreams, location or budgets). We do this via the website, podcast and online courses and programs, including our flagship program: HOME Method.
We’re on a mission to change the way we design, build and renovate homes here and overseas, so that everyone can enjoy the process of designing, building and renovating, and create homes they love living in.
This role is supporting the UA Community generally, and specifically, our members / online community inside HOME Method.
The Position
We are looking for a kind and caring Community Success + Member Support Rockstar (!) to support and empower our members in their projects. You have a high level of accountability and initiative, looking for opportunities to improve the member experience, the offerings inside Undercover Architect, and our general relationship with our online community.
This is a part-time work from home role, therefore, a strong Internet connection is required, along with experience using various online communication tools. Ultimately, we require all-around excellence in operating professionally, delivering high-quality work, with attention to detail, under minimal supervision.
Responsibilities
- Manage the participation and activities of our HOME Method members with a focus on ensuring they are getting the most out of the program. Fostering participation and execution of teachings.
- Monitors progress of HOME Method members with check-ins, proactive outreach and communication, and responding to members questions, concerns and needs.
- Provide actionable suggestions to improve the member journey and member acquisition.
- Can manage sensitive information of members, and confidentiality of member and client business information.
- Full knowledge of the entire Undercover Architect curriculum and general content and ability to direct UA Community and members to the most impactful content that they need based on the level that they are at.
- Attend all HOME Method Zoom calls, manage the call chat, and create intimacy with members during the calls.
- Monitor HOME Method Facebook group daily, comment, create posts, and encourage activity.
Know members well and be fully invested in their journey and progress. - Facilitating follow-ups for actions items discussed.
- Consulting and collaborating with Amelia on HOME Method members’ progress.
- Researching and assisting with general UA content production, including podcast interviews.
- Work with Undercover Architect’s administrative support and other Undercover Architect contractors.
- As time goes on, assist with launches, and general content and social media for the Undercover Architect community, as well as general UA Community support.
- Think of yourself as a cheerleader and information connector for the homeowners in our UA Community generally, and especially for our paid members inside HOME Method.
This position is for someone who:
- Operates professionally
- Is incredibly detail-oriented and organised
- Is a great researcher, operates with curiosity and enjoys learning
- Passionate about helping people
- Believes in Undercover Architect’s mission
- Always seeks to create better systems and take interest in how we can make things more efficient and effective
- Provides insights on Undercover Architect courses, programs and content and looks for ways we can support members more effectively
- Speak up if they see a problem and are proactive in finding a solution. (You don't just make it work, you make it better!)
- LOVES working with a small team and thrives in a fast-paced working environment.
- Knows how to manage time and work autonomously and independently, but also enjoys collaboration.
Skills, Experience & Requirements
- Familiar with the Australian Custom Residential Design and Construction Industry
- Comfortable with computers, tech and software
- Ideally 2 - 5 years of experience in customer service / student management / client liaison or similar in an online environment
- High level of professionalism
- High-attention to detail
- Excellent record keeping skills
- Ability to monitor progress and mitigate factors hindering progress
- Excellent verbal and written communication skills
- Experience as a community manager
- Experience working from home, remote, and 100% online
- Experience with Google Docs and Google Sheets
- Comfortable with overseeing an Admin Assistant, who will support you in this role (and also works virtually)
- Excellent email and instant messaging communication skills
- Excellent time management skills
- Solid organisational skills
- Ability to work Part-time 3 to 5 days a week at more or less set hours each day.
- Ideally familiar with our tech: WordPress, Access Ally, Canva, Active Campaign, Slack, Asana (Not essential, we will train you!)
This position is NOT for you if you…
- Don't have an established workspace and structure to work a few hours each day.
- Don't have an AMAZING attention to detail
- Tend to be last minute and have a "just get it done" attitude instead of "make it great"
- Don’t consider client satisfaction and customer service a priority.
- Not looking for a long-term role.
- You have failed in your own design or building business and are looking for an alternative role in the industry
The Details
- Initially Part-Time: 10 - 20 hours per week (Ideally 3 - 4 hours each week day) As the role grows this could expand into a full-time role.
- Work from home
- This is a contract position
- Expectation is to work within business hours (9 to 5pm, AEST)
- A familiarity with Undercover Architect and its mission is an advantage, as well as shared values and alignment with its goals.
- Remuneration will be reflective of experience
If you have any questions about this role, please email Amelia Lee - [email protected]. Otherwise, please complete the application form by clicking on the button below.
These are the kinds of members you'll be helping to support ...
"I think UA has really empowered me to ask the really difficult questions. And questions I think, I didn't realise I could ask about the builder and about the architect.
And I also think it gave me the courage to really push back to make sure that what was being delivered was the product I actually really wanted."
"And to get your design right, I think it's worth every cent to make that investment. And I think if you challenge your thinking and take on board the lessons that she has, then I think you're more likely to end up with the house that you want to live for.
That is a better result, and therefore worth every cent as well."
"I’ve gone from a person who would never even consider building to someone who is confident, excited and really grateful about our forever home-to-be.
That is 100% because of you, Amelia.
I can’t ever express my gratitude, but wanted to at least email you and thank you.”
Hello, I'm Amelia Lee from Undercover Architect ...
I'm a wife, a mum, an architect and a serial renovator (although not always in that order!) With over 28 years in over 250 projects (including 3 renovation/builds of our own family homes), I'm on a mission to simplify your journey as you create your future family home.
Undercover Architect is an award-winning online resource that helps and teaches homeowners how to get it right as they design, build or renovate. We do this via our podcast, blog and online courses, so you can avoid the drama and heartache many experience. And save time, money and stress along the way!!
You can and should enjoy building or renovating, and you being informed, educated and confident is the key.
Learn how to create a home that works, feels great and you feel great in - whatever your budget, your location or your dreams. You're in the right place.
Amelia, UA x
With over 30 years industry experience, Amelia Lee founded Undercover Architect in 2014 as an award-winning online resource to help and teach you how to get it right when designing, building or renovating your home. You are the key to unlocking what’s possible for your home. Undercover Architect is your secret ally