Customer Experience Support Agent - Remote

Overview

The Customer Experience Support Agent plays a critical role in managing complex and high-priority issues that require human intervention, ensuring thoughtful and empathetic resolutions.

In Short

• Manage escalations from the AI bot, including billing disputes and subscription cancellations.
• Handle high-stakes customer interactions to strengthen trust.
• Process complex subscription changes and oversee critical financial matters.
• Act as a subject matter expert and assist in triaging tickets.
• Collaborate with product, engineering, and operations teams.
• Escalate unresolved technical issues to the Core team.
• Contribute to product updates and training sessions.
• Adapt to high ticket volumes and shifting priorities.

Requirements

• 3+ years in EdTech customer service.
• Strong emotional intelligence and problem-solving skills.
• Excellent written and verbal communication skills.
• Familiarity with subscription management processes.
• Ability to offer clear options and actionable solutions.
• Flexibility to adapt to remote work dynamics.

Benefits

• Work in a talented and innovative team.
• Opportunity to pioneer the future of education.
• Flexible work environment.