Senior Customer Service Representative

Stock Navigators is hiring a Senior Customer Service Representative to support students from onboarding through ongoing program participation. The role handles student inquiries and escalations, supports retention, and improves Customer Success processes in coordination with Sales, Product, and Operations.

Responsibilities:

• Respond to student inquiries across Intercom, email, Discord, phone, and text in a timely and professional manner
• Run onboarding calls that leave students feeling confident, excited, and fully prepared to begin the program
• Follow up with students who miss onboarding or require additional support
• Manage the Discord community, including announcements and support channels
• Create coaching call preparation posts and support internal workflows
• Ensure every student interaction is handled with professionalism, empathy, and confidence
• Own and resolve higher-level student situations including:
• Refund requests
• Payment failures
• Billing concerns
• Student disputes
• Work to retain at-risk students whenever appropriate
• Help reduce churn while maintaining a positive student experience
• Handle difficult conversations with professionalism while confidently enforcing company policies
• Conduct outreach, generate, and respond to monthly Trustpilot reviews
• Assist with Knowledge Base content, Loom videos, Canva resources, and student documentation
• Track important Customer Success initiatives and report progress as needed
• Identify recurring student issues and recommend improvements to systems and processes
• Help build SOPs, playbooks, and documentation that improve consistency across the team
• Support student engagement initiatives and other Customer Success programs

Requirements:

• 2+ years of experience in Customer Success, Customer Support, Account Management, Sales, Education, or another customer-facing role
• Excellent written and verbal communication skills
• Comfortable handling difficult conversations with confidence and professionalism
• Strong problem-solving and critical thinking abilities
• Highly organized and able to manage multiple priorities simultaneously
• Proactive mindset—you don't wait for instructions when something needs attention
• Comfortable learning new software and adapting to changing processes
• Ability to identify patterns, solve root causes, and recommend improvements
• Tech-savvy and detail-oriented
• CRM: HubSpot (required)
• Customer Support: Intercom (required)
• Communication: Slack, Dialpad (required), Gong