Customer Support Representative

3 weeks ago

Cambridge, United States Labster Full time

Here at Labster, we are seeking a Customer Support Representative to be the first point of contact for prospective and current clients through different customer support channels. Our customer support team is passionate about Client Excellence, and understands that every interaction with a customer is an opportunity to impact their experience with our products. You will leverage customer experience feedback to create a distinction between Customer Support vs Customer Experience, aiming to maintain high CSAT Ratings, in collaboration with the rest of the Customer Support team, and global organization.

If you're passionate about working for a mission-driven organization and making a tangible difference in the world through education and healthcare innovation, please read on and apply

Shift: This shift is 10AM - 6PM EST Friday to Tuesday.

Responsibilities

  • Answer live chat queries on Intercom managing to expected SLA's
  • Maintain a knowledge base of technical solutions related to Learning Management Systems and accessing internal tools to provide quality and timely responses.
  • Promptly process incoming help requests from customers via chat, video-chat and email
  • Recognize, capture, escalate and report route issues that impact customer experience
  • Leading and working on projects related to the Customer Success improvement
  • Flexibility in shift coverage as needed to support business needs.
  • Work on projects as assigned to improve and contribute to Support goals and SLA's
  • Maintain knowledge base for new offerings, solutions and technical competence; Create and update knowledge articles.
  • Act as a trusted adviser, advocating client needs back to Labster's internal product, engineering, and marketing teams
  • Contribute to teamwork and morale by leading by example, cross training and development assistance of new team members.
  • Assisting Labster Internal teams with support-related tasks via Slack, Email, Phone or Chat
  • Cross training on new or emerging skills and responsibilities
Competencies & Skills
  • Native or Fluent level of English and Spanish required, additional language skills is a plus
  • Technical acumen and aptitude
  • Troubleshooting technical issues
  • Willingness to continuously learn in an ever-changing environment
  • Burning passion for helping people, making them happy and turning them into Labster promoters
  • Previous SaaS experience with tech support & customer support is a plus
  • Experience with Intercom or similar chatbot tool preferred
  • Previous experience in Education, EdTech space is a plus. An interest in the industry and our mission is a must
  • Strong written and oral Communication Skills
  • Customer service appreciation and awareness
  • Ability to apply professional, product and technical expertise
  • Strong organizational skills and ability to multitask
Why Labster.

At Labster and UbiSim, we are driven by a bold vision: to empower the world with knowledge. Our mission is to captivate learners and dismantle barriers through immersive technology that improves lives. As a leader in immersive learning, Labster redefines STEM education by providing tools that break down societal and economic barriers, enabling students to flourish in their careers and communities. UbiSim is shaping the future of nursing education, equipping the next generation of patient-centric nurses with immersive VR experiences. Our work is urgent and impactful-addressing global shortages in healthcare and STEM fields while engaging students more deeply and democratizing access to high-quality learning. If you're passionate about making a tangible difference in the world through education and healthcare innovation, this role will amplify your impact.

What's in it for you?
  • Competitive compensation and comprehensive benefits package.
  • Equity program, providing you the opportunity to have ownership in the company's growth.
  • Generous parental leave policy, including a phased return to work program to support your transition.
  • Work with flexibility in a remote-first organization that values work-life balance.
  • Flexible vacation policy so you can recharge when you need it.
  • Opportunities to travel and connect with colleagues from around the world.
  • Access to free 1:1 therapy sessions and mental health support through a membership with iFeel.
  • The chance to get involved with our Values in Action and LGBTQIA+ Employee Resource Groups, promoting a diverse and inclusive workplace.


Our commitment to all of you

Labster, Inc. is proud to be an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Labster strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. Labster complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.

Department Customer Success Locations Labster, Boston Remote status Fully Remote

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