Tier I Customer Support Specialist (Fully Remote)
Branching Minds, United States
Job Description
Who We Are amp; What We Do:
Branching Minds’ mission is to empower all educators to effectively, efficiently, and equitably support the holistic needs of their students; and to create a path to academic and personal success for every learner. Already supporting over 1,500,000 students across 200+ districts from over 30 states, our vision is to be the most impactful national K12 school district solution for achieving high-fidelity RTI/MTSS; consistently demonstrating our ability to save teachers' planning/documenting time, improve outcomes of our students, and eliminate achievement gaps.
As a startup, we don’t have to play by the rules of traditional organizations. We get to be innovative in the solutions we develop for our partners and the way we conduct our business for ourselves. Branching Minds is also a Benefit corporation. We get to prioritize our mission gt; profit, and the means of getting there is just as important as the ends. We err towards self-management, transparency, collaboration, initiative, and giving a damn.
If using innovation to reimagine education in service of equity energizes you -- join our team!
The Calling:
At its core, this role is committed to helping connect the dots and untangle knots of confusion for our customers. Reporting to the Customer Support Manager, this role is instrumental in ensuring customer success and an exceptional user experience.
What You Will Achieve:
- Resolve tier 1 inquiries via live chat, phone and email by delivering exceptional customer support in accordance with our quality guidelines and consistent with our Core Values
- Collect pertinent information from customers and escalate complex cases to Tier 2 Customer Support Specialists
- Adhere to and exceed set KPI targets and complete tasks in a timely and effective manner
- Analyze feature requests and escalate it to Tier 2 Support Specialists
- Communicate complex technical information in user-friendly ways to both technical and non-technical customers
- Maintain our user-facing help center, update new content on an ongoing basis
- Additional responsibilities may be assigned as needed
Requirements
Ideal candidates:
- Enjoy working in customer-facing roles where you interact with a variety of different stakeholders (teachers, school administrators, IT staff, etc.)
- Manage time effectively and work independently, self-starters
- Possess a knack for understanding, implementing and evaluating new systems.
- Exhibit good judgment, are punctual and concise with their communication when explaining technical concepts
- Demonstrate strong written and verbal communication skills and professionalism
- Are good storytellers, and are able to communicate the need for what we do and who we are to customers
Why We Want You:
- 1+ years of work experience in a customer support or customer facing role
- Enjoy learning and working with new technology platforms
- Have a desire to become a product expert that is highly organized and detail oriented
- Able to quickly develop an understanding of customers’ objectives through effective listening and questioning skills to provide a customized solution or escalate a problem
- Excel at working in a dynamic and ever-changing environment as the business grows and evolves
- Passionate about supporting (and being patient with) teachers, administrators, and school districts
- Strong communication skills and an ability to convey complex technical information in user-friendly ways
Lucky Us If You:
(No biggie if you don’t)
- Worked in a preK-12 education setting
- Utilized core customer support technology tools, including Intercom
- Understand live chat etiquette and nuances
- Previously organized and maintained a knowledge base
Interview Process:
If we are a match you can expect a total of 3 steps in the interview process after the initial application
- 30-minute Video/Phone Interview with one of our Customer Support Specialists
- 45-minute Deep Dive with Director of Customer Support
- 60-minute Final Round with Customer Support Team members with a written exercise prompt to submit in advance
Estimate timeline: 2 months from application to offer
Benefits
What We Offer You:
- Check out our Benefits amp; Perks
- Fully remote!
- An awesome, cross-disciplinary, mission-driven team solving meaningful problems that improves the lives of educators and students.
- The range of our base salary cash compensation is between $50,000 - $65,000 final offers are determined using multiple factors i