Customer Support Associate
To see similar active jobs please follow this link: Remote Customer Success jobs
ABOUT SWING:
On average, U.S. students are with substitute teachers for 5% of the typical school year. That means our students have substitute teachers for more than six months of their K-12 school career. The problem? We're suffering from a national shortage of substitute teachers.
Swing Education is focused on tackling the substitute teacher shortage. Our online platform makes finding each other easy for great schools and quality subs. We help schools access more subs and offload tedious work associated with managing a pool of substitute teachers (recruiting, screening, payroll, etc.). Our network provides subs with a wider range of work opportunities to gain experience and build their professional network.
After more than 6 years in operation we, are working with over 4000 schools in 7 states and have filled over 300k teacher absence days. We're a post-series B company with about 50 employees currently and our lead investors include GV (aka Google Ventures), Owl Ventures, and Social Capital. We also have a strong commitment to diversity and our employees are 60% people of color (30% underrepresented minorities) and over 50% female. Our board of directors is also 75% female and 75% people of color.
We’re a diverse and inclusive team. We find it easy to get up in the morning and work for teachers, schools, and students.
POSITION SUMMARY:
The Customer Experience (CX) team at Swing seeks to empower our users through easy self-service and provide guidance and expertise when our schools and subs need us. As a Customer Support Associate, you’ll be responsible for providing world-class customer support, identifying customer pain points, and escalating inefficiencies you identify in our support processes. You are highly organized, empathetic, a thoughtful communicator, and energized by helping our school partners and substitute teachers get the most they can out of their Swing experience.
This is a full-time remote position.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide high-quality, efficient, and helpful responses to customer requests through channels like Zendesk emails/tickets, live chat, and phone
Suggest, update, and create content for our external Help Center and internal knowledge base to provide an easy, self-service customer experience (macros, help articles, etc.)
Flag user pain points and suggest solutions to our product team
Identify areas of improvement in support processes (i.e. customer self-service opportunities)
Use tools and knowledge base efficiently to maintain low ticket processing time
Triage and escalate tickets as necessary to CX team leadership
Provide support to other teams, including but not limited to Sub Operations
Achieve set team goals in tickets per hour, quality, and CSAT
REQUIREMENTS AND QUALIFICATIONS:
Bachelor’s degree preferred or equivalent experience required
Ticket-based customer support experience a plus
Highly empathetic, takes time to understand customer pains, needs, and wants, and goes the extra mile to make sure customer issues are resolved as quickly as possible
Must be able to work independently 20+% of the time and collaborate up to 80% of the time
Hyper-organized and detail-oriented, with excellent written and verbal communication skills
Commitment to diversity and inclusion in working with diverse teams
Good judgment and the ability to handle sensitive and confidential information with discretion
You consider yourself a technology enthusiast and enjoy learning how to use new technology
High level of written and verbal skills required
High degree of critical thinking, reading comprehend solution-oriented oriented skills required
Must be able to attend at least one or two in-person events
Work schedule: TBD
ENVIRONMENTAL CONDITIONS / PHYSICAL DEMANDS: The environmental conditions described here are representative of those an employee encounters while performing the essential functions of this job. The Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical:
Must be able to remain in a stationary position 90% of the time
Must be able to communicate, detect, converse with, and express oneself to others
Must be able to talk and hear 70% of the time during online meetings and calls
Repeating motions that may include the wrists, hands, and/or fingers
Environmental:
All staff are working fully remotely.
Remote expectations
Employees are to be online and accessible for 8 hours, Monday to Friday. The company’s core business hours are from 9:00am - 5:00pm PT
Tools will be provided for communicating with team members and collaborating on projects.
Meetings will be scheduled over video conferencing. Times are to be discussed and agreed upon between the employee and manager.
Employees are advised to choose a safe and secure location to work from, and to maintain high levels of safety.
Perks:
Medical/dental/vision benefits
Generous PTO
Paid holidays
Family leave
Stock options
Yearly professional development budget
Mission-driven work
Fun, collaborative, balanced culture
Swing Education is an equal opportunity employer and strongly encourages applications from people of color, persons with disabilities, women, and LGBTQ+ applicants.
About the job
Customer Support Associate
To see similar active jobs please follow this link: Remote Customer Success jobs
ABOUT SWING:
On average, U.S. students are with substitute teachers for 5% of the typical school year. That means our students have substitute teachers for more than six months of their K-12 school career. The problem? We're suffering from a national shortage of substitute teachers.
Swing Education is focused on tackling the substitute teacher shortage. Our online platform makes finding each other easy for great schools and quality subs. We help schools access more subs and offload tedious work associated with managing a pool of substitute teachers (recruiting, screening, payroll, etc.). Our network provides subs with a wider range of work opportunities to gain experience and build their professional network.
After more than 6 years in operation we, are working with over 4000 schools in 7 states and have filled over 300k teacher absence days. We're a post-series B company with about 50 employees currently and our lead investors include GV (aka Google Ventures), Owl Ventures, and Social Capital. We also have a strong commitment to diversity and our employees are 60% people of color (30% underrepresented minorities) and over 50% female. Our board of directors is also 75% female and 75% people of color.
We’re a diverse and inclusive team. We find it easy to get up in the morning and work for teachers, schools, and students.
POSITION SUMMARY:
The Customer Experience (CX) team at Swing seeks to empower our users through easy self-service and provide guidance and expertise when our schools and subs need us. As a Customer Support Associate, you’ll be responsible for providing world-class customer support, identifying customer pain points, and escalating inefficiencies you identify in our support processes. You are highly organized, empathetic, a thoughtful communicator, and energized by helping our school partners and substitute teachers get the most they can out of their Swing experience.
This is a full-time remote position.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide high-quality, efficient, and helpful responses to customer requests through channels like Zendesk emails/tickets, live chat, and phone
Suggest, update, and create content for our external Help Center and internal knowledge base to provide an easy, self-service customer experience (macros, help articles, etc.)
Flag user pain points and suggest solutions to our product team
Identify areas of improvement in support processes (i.e. customer self-service opportunities)
Use tools and knowledge base efficiently to maintain low ticket processing time
Triage and escalate tickets as necessary to CX team leadership
Provide support to other teams, including but not limited to Sub Operations
Achieve set team goals in tickets per hour, quality, and CSAT
REQUIREMENTS AND QUALIFICATIONS:
Bachelor’s degree preferred or equivalent experience required
Ticket-based customer support experience a plus
Highly empathetic, takes time to understand customer pains, needs, and wants, and goes the extra mile to make sure customer issues are resolved as quickly as possible
Must be able to work independently 20+% of the time and collaborate up to 80% of the time
Hyper-organized and detail-oriented, with excellent written and verbal communication skills
Commitment to diversity and inclusion in working with diverse teams
Good judgment and the ability to handle sensitive and confidential information with discretion
You consider yourself a technology enthusiast and enjoy learning how to use new technology
High level of written and verbal skills required
High degree of critical thinking, reading comprehend solution-oriented oriented skills required
Must be able to attend at least one or two in-person events
Work schedule: TBD
ENVIRONMENTAL CONDITIONS / PHYSICAL DEMANDS: The environmental conditions described here are representative of those an employee encounters while performing the essential functions of this job. The Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical:
Must be able to remain in a stationary position 90% of the time
Must be able to communicate, detect, converse with, and express oneself to others
Must be able to talk and hear 70% of the time during online meetings and calls
Repeating motions that may include the wrists, hands, and/or fingers
Environmental:
All staff are working fully remotely.
Remote expectations
Employees are to be online and accessible for 8 hours, Monday to Friday. The company’s core business hours are from 9:00am - 5:00pm PT
Tools will be provided for communicating with team members and collaborating on projects.
Meetings will be scheduled over video conferencing. Times are to be discussed and agreed upon between the employee and manager.
Employees are advised to choose a safe and secure location to work from, and to maintain high levels of safety.
Perks:
Medical/dental/vision benefits
Generous PTO
Paid holidays
Family leave
Stock options
Yearly professional development budget
Mission-driven work
Fun, collaborative, balanced culture
Swing Education is an equal opportunity employer and strongly encourages applications from people of color, persons with disabilities, women, and LGBTQ+ applicants.