Every refund request handled badly costs you the sale and the reputation. Every student question that sits for two days makes the next renewal less likely. Support is where info-product revenue quietly leaks, and it's usually the last role founders fill.
Student questions, refund requests, technical issues with course platforms, and moderation escalations. The platforms are Kajabi, Teachable, Thinkific, and Skool, and the specialist needs to know them well enough to fix access problems without escalating everything to you.
The refund conversation is the skill that separates good from average. A good specialist keeps customers happy and saves the sale where it can be saved, without handing out refunds to make tickets go away.
Every reply goes out in your brand's name. Students don't distinguish between you and your support inbox. The specialist has to sound like the brand in every message, stay calm with frustrated customers, and know when something needs to reach the founder immediately.
Every candidate is screened before any introduction: proof of work from real info-space offers, confirmed availability and rates, and experience inside the info space rather than an adjacent industry. The search runs until the right person is found, however long that takes.
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