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Customer Support Specialist

4 months ago

Cambridge, United States GoPeer Full time

**Customer Support Specialist**

Cambridge, MA / Operations / Remote **What Is GoPeer ????**

It's such a great time to join GoPeer

We are building the next wave of what online education looks like, starting with improving the quality and lowering the cost of tutoring.

GoPeer has built a digital classroom where K-12 students learn from vetted college students, bringing cost-effective and high-quality education to every kid in the world.

We're looking for creative and ambitious people to join our team We'd love to talk with you.

*GoPeer is a startup backed by Ed Baker (previously VP of Product and Growth at Uber, and prior to that, Head of International Growth at Facebook), Deborah Quazzo (Managing Partner of GSV Ventures), and Daniel Graf (previously Senior Director of Google Maps).*

Role:

We are hiring Customer Success Representatives to help us reach more students and families worldwide. Were looking for amazing folks who love supporting customers throughout their lifecycle and are excited about our mission. **Responsibilities**

+ Provide an exceptional, committed, full life cycle customer experience to our users through phone, email and chat support

+ Deliver informal and helpful product training to users as needed

+ Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience

+ Strive for first-contact resolution with each interaction

+ Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations

+ Proactively look for ways to identify trends and improve our processes

+ Collaborate with other team members to ensure consistent and seamless services to GoPeer customers while also exercising time management and task prioritization

+ Update customer information in Intercom during and after each correspondence

+ Deliver exceptional quality and satisfaction scores. Maintain other individual metrics to the satisfaction of your manager

+ Serve as a counselor and trusted expert in the field who partners with parents and students to help them succeed

**Qualifications**

+ 2+ years experience in a client services role (phone and email outreach) working with SaaS, education, or consumer products.

+ Focused on hitting weekly and monthly targets with a demonstrated track record.

+ Demonstrate patience and attentiveness in all communication and interactions.

+ Strong ethical and honest approach

+ Excellent written and verbal communication skills; organized and detail-oriented.

+ Self-driven to manage your own work and results with high standards.

+ Openness to change, and quick to adapt to new systems.

+ At least 6 months of remote work experience, high speed internet, access to a Mac or PC for work, and a quiet workspace