Customer Success Associate

Company Description:

Thinking Cup Learning (“TCL”) is a VC-backed early education company based in New York City that uses the power of storytelling to break down complex subjects for young children ages three and up.

We teach tricky subjects like chess and music through fun, engaging stories that allow even the youngest students to discover core concepts alongside silly, memorable characters. Each story-based lesson hinges on an interactive “aha” moment, a method that has revolutionized the way difficult subjects are taught and empowers everyone, regardless of experience, to pass along vital life skills to early childhood learners.

Job Description:

The Customer Success Associate will provide exceptional support to our customers. In this role, you will be responsible for handling customer inquiries, resolving issues, and ensuring a positive and satisfying customer experience. The ideal candidate will have excellent communication skills, a strong problem-solving ability, and a passion for delivering outstanding customer service.

Key Responsibilities:

• Respond to customer inquiries through various channels, including phone, email, chat, and social media, in a timely and professional manner.
• Address and resolve customer issues and concerns, providing accurate information and appropriate solutions to ensure customer satisfaction.
• Collaborate with cross-functional teams, including product development, marketing, and operations, to resolve complex customer issues and provide feedback for product improvements.
• Maintain detailed and accurate records of customer interactions, transactions, and feedback in the customer relationship management (CRM) system.
• Monitor and report on customer success performance metrics, identifying opportunities for improvement and contributing to the development of customer success best practices.
• Stay up-to-date on company products, services, and policies to ensure accurate and consistent information is provided to customers.
• Provide input and suggestions for improving customer success processes and overall customer experience.
• Assist in training and mentoring new customer success team members as needed.
• Participate in client engagement & lead generation event planning and execution when necessary.

Qualifications: 

• College diploma; additional education or training in customer success is a plus.
• 1+ year Proven experience in a customer success role, preferably in a fast-paced environment.
• Experience using a CRM or shared inbox tool like Salesforce, Pipedrive, Front, Missive, etc 
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to remain calm and professional in stressful situations.
• Proficient in using customer service software, databases, and other relevant tools.
• Strong time management and organizational skills.
• Ability to work independently and as part of a team.
• Positive attitude and a genuine desire to assist clients and the business.

Salary range - $50,000 - $60,000