Customer Experience Specialist (Part-Time, Weekends)
TutorMe, United States

• 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.

Job Rewards and Benefits