Customer Support and Onboarding Specialist

2 days ago

New York, United States Unibuddy Full time
About us

We've grown at an incredibly fast pace since our launch in 2017. We're the trusted student recruitment partner to more than 600 higher ed institutions in 35 countries worldwide, including Boston University, University of Southern California, NYU, University of Cambridge, King's College London, HEC Paris, and Erasmus.

We've raised over $33M from top-tier investors, and we're on course to achieve our mission of empowering 10 million students to make the right choices in their higher ed journey.
Here's where you come in

We're now ready to take an even bigger leap. We're transforming our product offering changing the way both prospective and current students make their life-determining decisions. This means that we need people like you to help us supercharge our growth and shape our future.

As a Support and Onboarding Specialist, you will play a dual role of being a key contact throughout the onboarding process of new institutions and to act as front-line support for our global client base, helping them with their day-to-day use of our technology - including our Chat and Community products.
About our team

We are a global, friendly and supportive team. We pride ourselves on consistently high CSAT scores and our cross-functional work to provide a world class customer service to our global partner base. The two Customer Support Executives are based in the UK so you'll need to be comfortable with a highly-autonomous environment as the sole support leader in the North America region.

What you'll be doing

Onboarding
  • Oversee the first part of the customer journey within Customer Success.
  • Take handovers from the sales team and ensure they're smoothly passed to the respective Customer Success Manager.
  • Work with the Customer Success Managers to define an onboarding project scope and schedule contact activities with the customer to guide them towards realisation of ROI.
  • Set up accounts for customers and train them in use of the Unibuddy Dashboard including reporting functionality, data analysis and product features.
  • Provide timely and accurate reporting on onboarding status both internally and with appropriate customer contacts. Escalate any identified risks.
  • Understand and communicate best practice with customers.
Customer Support
  • Serving as the first point of contact for our global partner base addressing incoming queries and problems from customers.
  • Resolve issues in a timely manner through various channels (email or live chat).
  • Troubleshooting user-reported issues and reporting bugs or issues in detail to appropriate teams.
  • Collecting feedback from customers and sharing this with the product development team.
  • Produce new and updated content for our help centre - videos and articles - on how to use our new and exciting product features.
  • Implementing new ways to manage our ticket volumes.
  • Continually striving to provide customer service of the highest standard and exceeding expectations.
  • Supporting and mentoring other members of the team.
This might be for you if...
  • You have experience in a similar customer support or onboarding role
  • You've enabled customers to maximise their use of technology or SaaS products.
  • You are tech savvy - someone who understands technical components and can explain this in clear and simple terms to a wide audience.
  • You have a problem solving approach to troubleshooting and are to consistently find workarounds.
  • You consistently take initiative and ownership to best serve our customers.
  • You are comfortable with customer support systems such as Intercom (or Zendesk or similar).
  • You are comfortable in a fast-paced, ever evolving, team environment.
  • You are comfortable working autonomously as part of a global team.
It would be a bonus if you could bring
  • Experience debugging issues using Chrome Developer Console.
  • Familiarity with Jira and Github.
  • Writing experience (writing website content and articles).
We know that typically some people only apply to jobs if they see themselves checking every box. We believe we're more than boxes to tick. If you don't meet all the requirements but think you might still be right for the role or others, please apply anyway. We're always keen to speak to people who connect with our mission and values.

Perks and benefits
  • Competitive salary of $45,000 annually
  • Highly flexible work culture. Work fully remotely in the US or Canada (must be East Coast time zone)
  • 25 days PTO plus national holidays and four additional days at the end of the year.
  • Enhanced maternity, paternity and adoption leave.
  • Health insurance for you, and contributions for your family, dental and vision optional.
  • Life insurance.
  • 401(K) matched 6% US or RRSP in Canada.

We rock It's our people that make us successful. We have 100 employees globally and a fantastic culture. But don't take our word for it - we're proud to be named by Built In as one of the best mid-sized companies to work for in the US, Mogul awarded us as a top 100 workplaces for benefits, and we won an award with Flexa as one of the most flexible EdTech & Education companies.

Are you ready to become a buddy? Apply now.

Please send a resume and showcase your motivations.

Not quite ready to apply or have some questions? Then you can get in touch with the People Experience team at becomeabuddy@unibuddy.com

Locations New York City Campus, Canada, US - Remote Remote status Hybrid Remote Employment type Full-time

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