Respond to inquiries from schools and educators promptly via email, phone and text
Manage and maintain the support inbox to ensure all queries are handled efficiently
Monitor the Slack (internal communications) channel and escalate issues as needed
Identify trends in queries and recommend process improvements to enhance the school and educator journey
Collaborate closely with the US team to resolve issues and ensure a smooth school and educator experience
Contribute to building a support knowledge base to create more efficient support for the future
Document and escalate key issues for further action

Has a passion for companies that have a positive social impact and the education sector
‘Can do’ attitude, bias for action, and you want to be part of a growing, motivated team
You love to take pride in creating an exceptional experience for customers 🙌
Having experience and/or strong knowledge of the education sector is a big plus
Has strong written and verbal communication skills.
Is detail-oriented with a proactive approach to resolving concerns
Helpful to have but not essential
Background in customer service or customer success
Proven ability to manage multiple workflows and prioritize tasks effectively
Proficiency in Google Suite
Previous experience with a customer service software (e.g., Zendesk, Intercom, Hubspot)

Customer Support Representative

Key skills