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Customer Service Representative
Zen EducateCustomer Service Representative providing calm and efficient support to schools and educators through phone, email, and text communication.
About the role
Key responsibilities & impact- Own the frontline communication with schools and educators via phone, email, and text, providing calm and efficient solutions when they need them most.
- Manage the support inbox and internal channels with precision, ensuring every query is handled promptly, and nothing falls through the cracks.
- Contribute to our growing Knowledge Base, turning common questions into self-serve resources that empower our users and make our team more efficient.
- Identify recurring pain points or trends in user queries and recommend process improvements that directly enhance the school and educator experience.
- Partner closely with our US-based teams to resolve complex issues, ensuring a seamless and consistent experience for our global community.
- Document and escalate technical or systemic issues, working as the "eyes and ears" on the ground to help our product team prioritize what to fix next.
Requirements
What you’ll need- You are genuinely motivated by our mission to help schools and educators.
- You have a can-do attitude, with a bias for action, and you want to be part of a growing, motivated team
- You’re comfortable with ambiguity and enjoy the challenge of a fast-moving, scaling environment where things change quickly.
- You’re the person who catches the small mistake before it becomes a big problem.
- You can explain complex things simply.
- You can keep a cool head when the inbox is busy, knowing exactly which fire to put out first without losing your focus.
- Helpful to have but not essential: You have a background in Customer Service or Success (especially in a tech-led environment).
- You have experience in the education sector.
- You’ve used support tools like Zendesk, Intercom, or HubSpot and are a Google Suite pro.
Benefits
Comp & perks- 18 days of PTO + 8 days of paid sick leave + US Federal holidays + option to purchase up to 5 additional days per year
- Health insurance
ATS Keywords
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Soft Skills
Can-Do AttitudeAttention to DetailCalm Under PressureAdaptabilityProblem-Solving