Mar 13, 2023
We're looking for a motivated, top-performing customer support agent to join the Customer Service Team, which functions like a quick-thinking, agile startup. This is a rare chance to leverage your decision-making, problem-solving, and customer service expertise to influence the course of both our new and ongoing enterprises. We're seeking someone that never accepts "good enough," never stops learning and teaching, and treats clients as members of their community. Agility and client devotion must be balanced in this position while managing strict deadlines and continuously changing business requirements. Anyone in North America may apply for this full-time, entirely remote position.
Be an unwavering customer advocate via inbound email and social-channel customer support, upholding our mission of world-class service
Strive for one-touch resolution by root cause analysis, and prioritizing and multitasking a large volume of inbound contacts with attention to detail and ownership
Identify patterns in customer reports and investigate, test, and reproduce technical issues with medium complexity while maintaining customer satisfaction and Elevate’s brand image
Understand and meet expected personal metrics such as: Volume, Handle Time, Time to Resolution, Customer Satisfaction Rating, and more
Provide peer-to-peer support and coaching for new hires, as well as mentorship for junior colleagues by leading with patience, empathy, and a deep understanding of our products and customer needs
Question the status quo and proactively highlight areas where we can do better to help drive process and policy decisions
Help keep internal and external knowledge bases and documentation up-to-date
3+ years of customer support experience
2+ years of experience supporting educational apps and/or software, or other technical support
Experience as a team lead and/or desire to develop as a people leader
Experience with Zendesk or similar customer management tools
Excellent verbal and written communication skills with a strong attention to detail
Intellectual curiosity alongside a passion for teaching and leading others - if you don’t know the answer, you’ll find out
The ability to balance pace and precision, multitasking and prioritizing urgent needs
Experience working in a fully remote work environment with teammates operating across various time zones
Experience working for a startup or other fast-growth company
Competitive salary and equity
Medical, dental, and vision insurance for you and your family
Distributed team flexibility, with a home-office stipend and co-working reimbursement
Annual learning, wellness, and travel stipends
Generous PTO, flexible sick leave, and paid parental leave
Annual company meetup in fun location
We believe that there is no single candidate profile that guarantees success in this role. Experience comes in different forms; many skills are transferable, and passion goes a long way. If your background is similar to the job description and you think you can excel in this role, please apply and tell us about yourself and the impact you could make at Elevate Labs.