Customer Support

• Provide Comprehensive Digital Support:
• Manage a high volume of inbound inquiries via SMS, live chat, and email within our learning platform (no phone support required).
• Maintain a clear, concise, and friendly writing style that enhances customer confidence and satisfaction.
• Respond to and resolve issues quickly and accurately through written channels.
• Resolve Technical and Account Issues:
• Troubleshoot and resolve platform issues, account access challenges, billing and payment inquiries, and product-related questions.
• Escalate technical or unresolved issues to the appropriate internal teams as per established processes.
• Find solutions for families regarding educational products, including 1-on-1 tutoring, online classes, and adaptive assessments.
• Drive Quality and Process Improvement:
• Keep accurate records of interactions in our CRM system, with proper follow-ups as needed.
• Identify recurring issues and suggest process or content improvements to reduce contact rates.
• Actively implement feedback and coaching to improve support quality and efficiency.

Customer Support Specialist

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