Customer 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.
• 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.
• 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

Operations Support Specialist

Senior Agent, Customer Service, Spanish Speaker

Senior Customer Service Agent, Spanish Speaker

Customer Service – Property Management