Customer Experience Support Specialist - Remote

Overview

ClassDojo's goal is to give every child on Earth an education they love. We started by building a powerful network for communication. ClassDojo’s flagship app is the #1 communication app connecting K-12 teachers, children, and families globally. Teachers use it to share what’s happening throughout the day through photos, videos, and messages that make parents feel like they’re there. It’s actively used in over 95% of US schools, reaching over 45 million children in 180 countries, with a team of just around 200 people. We are now beginning to use this network to give kids the best learning experiences in the world, far beyond those a standard school can provide.

In Short

• Provide advanced troubleshooting and collaborate with engineering to resolve technical issues.
• Act as a Subject Matter Expert (SME) to guide the CX Support Agent and assist with training and product updates.
• Handle complex subscription issues, including billing adjustments, class frequency changes, and tutor reassignments.
• Conduct quality audits of Decagon’s performance and provide actionable feedback for improvement.
• Write and update Help Center articles and AI bot snippet commands to enhance Decagon’s capabilities.
• Monitor and report on Decagon’s performance metrics, including accuracy and user feedback, to internal stakeholders.
• Flag trending technical issues, quality concerns, and policy violations to relevant teams for resolution.
• Support tutor attendance and reliability management, ensuring policy violations are addressed promptly.
• Resolve scheduling conflicts and handle backend tasks related to tutor availability, resignations, and reassignments.
• Provide real-time support during high ticket volume or crises, such as system outages or natural disasters.

Requirements

• At least 4 years of experience in Technical support, troubleshooting, and customer experience, ideally in Edtech or with startups.
• Excellent communication and technical expertise: Must have expert-level communication skills, verbal and written, to explain technical resolutions in a way that is accessible and helpful to tutors, even if they aren’t tech-savvy.
• Accountability to continuous improvement: Must be committed to providing high-quality support by continuously improving performance and identifying areas where escalations can be minimized.
• Operational efficiency and ticket triage: Have a strong ability to manage daily operations by seamlessly triaging tickets, ensuring that Service Level metrics are consistently met.
• Strong leadership skills: Have the ability to step up and take charge when necessary, guiding the team and providing direction in resolving urgent operational issues.

Benefits

• Opportunity to work in a mission-driven company focused on education.
• Collaborate with a talented and innovative team.
• Flexible working hours and remote work options.
• Contribute to the development of AI-driven customer service tools.
• Engage in continuous learning and professional development.