Deliver a seamless and supportive experience for institutional partners, faculty, and student users by assisting in setup, onboarding, and ongoing support of accounts, managing student purchase links, and resolving customer issues.
Requirements
- Partner with the Director of Customer Success and Account Managers to assist in the setup, onboarding, and ongoing support of institutional and group accounts.
- Set up and manage student purchase links for group programs, ensuring timely delivery and access.
- Serve as the first point of contact for faculty, administrators, and students, addressing inquiries, resolving issues, and escalating as needed.
- Work with internal cross-functional teams, including Engineering and Technology, to identify and resolve customer issues.
- Maintain accurate records in Salesforce and other internal systems, and communicate updates across internal teams.
- Gather, organize, and share customer feedback with internal stakeholders to inform improvements in our products and services.
- Create and maintain support materials, including written guides, videos, and FAQs, to enhance the user experience.
- Provide monthly reporting on group link usage and protected group sales data to internal teams.
- Occasional availability needed during high-volume periods including some weekends.
Benefits
- Competitive salary at a growing company
- Remote-first work environment allowing for flexibility
- Unlimited PTO, comprehensive health benefits and 401(k) match
- Additional Wellness Days to support a balanced schedule
- Monthly remote-work and annual home office equipment stipends
- Flexible Spending Account
- Parental leave benefits
- Volunteer opportunities
- Continual learning and mentoring opportunities
- Free access to test prep programs for team members, and family discounts
