Customer Support Associate, NOAM

# Join Our Customer Experience TeamWe are thrilled to invite a new member to our Customer Experience (CX) team, where your contributions will empower and support our users effectively. You will be vital in delivering excellent service and enhancing the experience for schools and substitute teachers.## Position Details• **Location:** This is a full-time remote position available for candidates in the Pacific or Central time zones.## Essential Responsibilities• Provide high-quality customer support primarily through phone communication (90%), with additional support via email and live chat (10%).• Contribute to the Help Center and internal knowledge base by creating, updating, and suggesting content for a streamlined self-service customer experience.• Identify and communicate user pain points to the product team, proposing solutions to improve services.• Recognize opportunities to enhance support processes, particularly focusing on customer self-service options.• Utilize available tools effectively to minimize ticket processing time.• Triage and escalate tickets to CX team leadership when necessary.• Collaborate with additional teams, such as Sub Operations, to address various support tasks.• Achieve team objectives related to ticket handling metrics, quality standards, and customer satisfaction.## Requirements• Proven experience in phone support is essential.• Familiarity with ticket-based customer support systems is advantageous.• Strong empathy and ability to understand customer needs and concerns.• Highly organized, detail-oriented, with exceptional communication skills.• Commitment to fostering diversity and inclusion while effectively working with diverse teams.• Good judgment in handling sensitive and confidential information.• Tech-savvy with a willingness to learn new tools and technologies.• Proficient in multitasking with strong written and verbal communication skills.• Must be available to support customers in Pacific Standard Time (PST) and Central Standard Time (CST).• Must possess authorization to work in the U.S. (visa sponsorship is not available).## Benefits• Competitive salary adjusted for the cost of living based on location.• Comprehensive benefits package, including medical, dental, and vision coverage.• Flexible Time Off (FTO) and paid holidays.• Parental leave and stock options.• Reimbursement for professional development and co-working memberships.• A collaborative, mission-driven work environment that values balance and fun.We are proud to be an equal opportunity employer and are committed to diversity within our workforce. We do not discriminate against any individual based on legally protected characteristics. We also offer reasonable accommodations for qualified individuals with disabilities.If you are passionate about providing exceptional customer support and eager to make a difference, we invite you to connect with us!Employment Type: Part-Time