Digital Operations Specialist & CRM Administrator
Location: Remote (Canada)
Employment type: Full-Time Contractor
Start date: November 2024
About The Synthesis Institute
The Synthesis Institute is a global leader in the field of psychedelic education, dedicated to training the next generation of proficient psychedelic practitioners and preparing them to ethically and safely usher in a new paradigm in health, wellness, and care.
Founded in 2018 as a psychedelic retreat organization in The Netherlands, guiding more than 1,000 individuals through safe, professionally-guided psychedelic journeys, today, The Synthesis Institute is committed to offering high-quality professional education and training through its renowned Psychedelic Practitioner Training. Our training consists of the foundational and digital 13-month Psychedelic Practitioner Core Training, a 12-month Practicum program, and our multi-day Immersion Experience training retreat accessible to graduates of the digital Core training.
Key Responsibilities:
As the Digital Operations Specialist & HubSpot Administrator, you are an administrative powerhouse and will play a critical role in managing our tech and HubSpot ecosystem and ensuring all moving parts work together seamlessly. You will be the go-to person for both technical and operational functions, integrating systems, building workflows, and making sure operational processes work smoothly. Your expertise will support marketing, customer journeys, and project management while also offering exceptional interpersonal skills to nurture our growing community.
HubSpot Management
- Own and optimize our HubSpot ecosystem (CRM, Marketing Hub, Sales Hub, Service Hub, CMS Hub) and make sure all the moving parts work together seamlessly.
- Manage integrations with related tools like Typeform, PandaDoc, Zapier, and more.
- The go-to person for making sure our tech works harmoniously, including team training or support
- Train the team on how to use new processes. This might involve running live training sessions or creating training materials (videos, documentation, etc.) that we can add to the knowledge base.
Pipeline & Workflow Creation
We have multiple products, and each has its own unique customer journey. You'll be responsible for setting up those journeys in HubSpot, automating them, and ensuring that all steps are covered. This includes:
- Building out workflows for new product launches or events.
- Mapping out customer journeys, getting them approved, and building them from scratch.
- Regularly updating existing workflows, troubleshooting any issues, and constantly looking for ways to improve the client experience based on data and feedback.
Marketing Operations
You’ll work closely with the retreat and training marketing teams to support their campaigns and day-to-day operations across various platforms, including blogs, social media, and email. Specifically, this will involve:
- Scheduling blog posts, marketing emails, and social media campaigns, ensuring timely distribution of content across channels.
- Assisting with creating marketing emails, including formatting, segmentation, and automation.
- Collaborating with the marketing teams to set up segmented lists, lead scoring, and automated workflows based on CRM properties and lead behaviors.
- Managing onboarding of affiliate partners, providing promotional materials, track performance, and offering ongoing guidance to ensure successful partnerships.
- Maintaining and updating the HubSpot-hosted website, creating new pages, applying basic HTML tweaks, and managing web design and development projects to meet deadlines.
Student Support & Communications
As the Digital Operations Specialist & HubSpot Administrator, you will be a strong point of contact for all of our students, offering support on technical issues and programmatic questions.
- Monitor the Community Manager and Payments inboxes.
- Ensure that all participant questions are answered quickly and clearly on all our communications channels and that any concerns are channeled and responded to appropriately.
- Track student accountability for attendance, assignments, and other required tasks;
- Monitor student status and update student registrations as needed. Ensure who qualifies for certificates from a payment perspective.
Payments & Financial Support:
- Confirm with vendors any payment terms that need to be finalized.
- Finalize quarterly guest faculty loyalties.
- Support and communicate with any students regarding payments and/or refunds.
- Monitor any student payment issues. Make updates to student registrations and issue refunds as necessary. Liaison with a bookkeeper and/or finance manager as needed.
Who You Are:
- 3 - 5 years of experience in a similar role.
- Highly detail-oriented: You are meticulous and have a sharp eye for details, whether setting up complex workflows or troubleshooting an issue.
- Marketing operations experience: You have experience scheduling content and working with automation tools.
- Zapier experience: You’re comfortable using Zapier to integrate HubSpot with other tools in our stack.
- Project management skills: You’re highly organized and know how to manage multiple projects, deadlines, and moving parts without letting anything slip through the cracks.
- You’re a problem-solver who enjoys troubleshooting issues and finding creative ways to improve processes.
- You’re comfortable pulling reports, analyzing data, and using insights to drive improvements.
- HubSpot expert: You know HubSpot inside and out and, ideally, have the certifications to back it up.
- Basic HTML skills: You can handle minor tweaks to web pages
- Professionalism through excellent, compassionate, and effective interpersonal and communication skills and the ability to exhibit patience, resilience, and empathy in working with adults of varying ages, backgrounds, etc.
- Highly independent self-starter who is detail-oriented, deliberate, organized, and comfortable in a start-up growth environment.
- Outgoing personality, curious and eager to learn, connect and engage.
- Ability to proactively solve problems and remain grounded while working on projects with limited time and resources.
- Proven track record of participating in and managing engaged values-aligned digital communities.
- Comfortable working with numbers and taking payments
Our culture: As an organization, we take our responsibility to create a just, equitable, diverse, and inclusive psychedelic future seriously. We strongly encourage individuals from historically marginalized communities (BIPOC, LGBTQ, differently abled, women, and more) to apply.
Salary and Perks
- Remuneration: $75k - $90k CAD, based on experience and expertise
- Flexible Schedule: Define your work hours, ensuring you respect deadlines, and attend required meetings.
- Fully remote: Our global team allows for flexibility in location and travel while working
How to Apply
Please send your CV and a brief cover letter explaining how your experience and background match with what we are looking for to [email protected]. We look forward to hearing from you!