Customer Success Agent (Part-time)

San Mateo, California, United States Part-time Allows remote

Over 20 million teachers and parents worldwide have joined Education.com since we launched our early learning platform in 2015. Our comprehensive curriculum covers Core Skills across Math, Reading, Writing, ELA, Science, and more. Education.com is designed with flexibility, so it can be tailored to every child’s unique interests and needs. Parents and Teachers can follow our guidance step-by-step, create their own curriculum, or deep-dive into specific areas with over 30,000 games, worksheets, activities and lessons.

Education.com is seeking an exceptional Customer Success Agent who loves helping people and is eager to understand and help improve our service. You will deliver a delightful experience while responding to email and web form inquiries from Education.com members. You will research and provide complete and accurate information to our customers. Not only will you assist customers with account information such as basic billing questions, and product usage issues, you will also collaborate with other team members to resolve customer issues to full resolution. By reviewing key trends, you will to help drive improvements in our overall products and services.

You will operate approximately 20 hours/week with a flexible schedule and a flexible location (home, remote, or in our new office space). You must be able to attend occasional mandatory meetings in San Mateo, CA.

Responsibilities:

  • Make Members Happy: Deliver a helpful experience while responding to email and web form inquiries from Education.com members.
  • Inform: Research and provide complete and accurate information to our customers.
  • Guide: Assist customers with account information such as basic billing questions, and product usage issues.
  • Solve: Collaborate with other team members to resolve customer issues to full resolution.
  • Improve: Review key trends to help drive improvements in our overall products and services.

Requirements:

  • Customer love: Customers love you because you love developing relationships with customers, delighting them with your positive attitude and outstanding customer service skills.
  • Connector: When you talk, people listen – exceptional communication skills with customers and team members; warm, friendly, pleasant demeanor via email and messenger channels.
  • Tech-Fearless: Web tools, mobile apps, office tools, email – check, check, and check.
  • Get 'er Done: Excellent follow-up skills and the ability to multitask.
  • Resourceful: Ability to figure it out, when needed independently research and conceptualize solutions to complex issues.
  • Priorities: You can skillfully see the chaotic landscape in front of you and prioritize what to attack first, second, third…
  • Proactive: Maintain zendesk support queue and team SLA’s.

Qualifications:

  • College degree preferred
  • 1-3+ years related experience preferred
  • Understanding customer service lifecycle and e-commerce or subscription commerce is a plus
  • Zendesk experience preferred
  • Ability to work weekends and evenings

Education.com’s Team Culture:

Our platform has a powerful impact on people’s lives across the U.S. and the world. Education.com has grown organically to be a top U.S. education site—and we have done this while cultivating a company culture that we are very proud of. We take work-life balance seriously, and encourage mental and physical health through on-site yoga and meditation in office twice a week. Every team member is encouraged to come up with and contribute to project ideas. We love to learn and grow through employee-led tech talks and sponsored classes. All of this in our modern, dog-friendly open office in downtown San Mateo, California. We believe in teamwork and communication, and we believe in each other—every team member should have the confidence and flexibility to take a stab at new projects across the site. The products we make have a direct impact on millions of people. It's nice to feel good about the work you do. Come join us!

Location: TBD

Compensation: DOE