Customer Support & Program Manager 

 Location: Remote (Australia-based preferred)

Employment Type: Part-Time / Full-Time (Flexible for the right fit)

About Us

Jessica Maguire is the founder of the Vagus Nerve Program and Nervous System Certification Course, empowering individuals and health professionals worldwide. With a background in Health Science and a Master’s in Physiotherapy, she brings 14 years of clinical experience and trauma certification to her work.

As a TEDx and keynote speaker, and author of The Nervous System Reset, Jessica has educated over 20,000 students globally. Through online programs and transformative live events, she is scaling her impact and revolutionizing how people understand and regulate their nervous systems.

Why Join Us?

• Work alongside a visionary founder and team passionate about delivering impactful programs.
• A supportive, dynamic, and fast-moving environment that encourages growth and innovation.
• Opportunity to shape and refine programs that make a meaningful difference for our members.

About You

You’re a communicator with a capital C. You’re warm and get a real kick out of making people smile. You’re passionate about making a positive impact in the world and doing meaningful work. You’re also highly organised, like improving processes, problem-solving, and a self-starter who takes well considered initiative to drive the business forward. You know your way around technology, can connect the dots and are all over the details. 

About the Role

• This dynamic position combines community management and program coordination for our programs, while helping to shape our digital presence through valuable insights and feedback.
• This is a hybrid role with focus areas on our front-end community through social media and email, as well as our back-end global student community.
• You’ll work closely with the founder, ensuring quality programs, courses, and webinars are delivered.
• This is predominantly remote work but quarterly visits to meetup with our team in northern NSW would also be expected.

Key Responsibilities:

Community & Program Management

• Managing and updating program timelines, sessions and schedule
• Oversee our student portal and alumni community, fostering engagement through discussion prompts, and timely responses 
• Support live Zoom webinars and educational events including breakout sessions and chat
• Create and implement community engagement strategies that align with our brand voice 
• Identify areas for process improvement within our program delivery systems
• Monitor and maintain quality standards, and brand consistency across all participant touchpoints
• Gather testimonials and student stories
• Facilitate a community Zoom call once per month independently as per our framework
• Develop and document evergreen, scalable standard operating procedures for the community management function

Customer Support 

• Respond to inquiries across multiple channels (email, social media, student portal)
• Develop standard responses and support documentation that maintain our brand voice 
• Document and develop evergreen, scalable standard operating procedures for our customer support function
• Analyse support trends to identify opportunities for product and program improvements 
• Implement scalable systems and processes for maintaining consistent support quality 
• Gather, analyse, and synthesise student feedback to drive platform enhancements
• Collaborate with our team to implement user experience improvements 

Qualifications & Skills

• Exceptional communication skills with a talent for building authentic connections
• High level of attention to detail
• Experience in user experience and improvement processes
• Track record of translating customer feedback into tangible business improvements
• Strong organisational abilities with proven success managing multiple priorities
• Proficiency with digital tools including social media platforms, Zoom, Asana (or similar), Freshdesk (or similar) and CRM systems
• Problem solving skills
• Background in communications, customer experience, education or program management 
• Demonstrated commitment to personal development

This role offers an exciting opportunity to help shape the experience of our educational community while contributing to our company's growth and positive impact through insightful feedback and continuous improvement.

To Apply:

Send us a short email introducing yourself with your CV and telling us why you’d be a great fit for this role. Bonus points for sharing something that makes you smile.

Please send to [email protected]