Job Description

• Interact promptly with customers via chat, email to help solve issues in a professional, empathetic and courteous manner
• Triage incoming support issues, accurately diagnose them, and escalate bugs to the management or Product Team
• Maintain a deep understanding of the customer experience by identifying and resolving potential issues before they become larger problems
• Respond to disputes/chargebacks
• Perform quality assurance moderations of all tutoring lessons that require it, including suspicious activity within lessons, and maintain accurate records of these reviews and escalate to Management when necessary
• Constantly review where our systems are working or not working, and maintain a continuous improvement process to get us to 100% customer satisfaction
• Help maintain Customer Experience Guide and other internal documents with accurate information
• Other duties that arise in the ever-changing atmosphere of a start-up!

REQUIREMENTS

• Bachelor's Degree
• Experience with customer support at a tech company
• Proven ability to prioritize and manage multiple projects at once
• Uncompromising attention to detail
• Strong verbal and written communication skills
• Ability to work autonomously in a remote environment
• Approach all issues with a focus on an effortless customer experience
• Excited to improve student success
• Desire to work in a diverse, highly collaborative team environment
• Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment
• Ability to adapt to changes in work duties and functions at a moment's notice
• Ability to maintain performance level even with or exceeding required Service Level Agreements and Key Performance Indicators
• Experience with a customer service platform. (specific experience with Intercom is a bonus)
• Ability to work evening and weekend hours as needed
• Access to strong internet signal and privacy at your home office location
• Your own personal desktop computer or laptop

BENEFITS

• Competitive pay
• Monthly work-from-home and mobile-device reimbursement
• Opportunity to be a key player at a company that’s quickly redefining the boundaries of on-demand academic support

If you are not sure that you’re 100% qualified, but up for the challenge - we still want you to apply.

We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.