Customer Success Specialist

Customer Success Specialist

Curriculum Advantage, Inc. is looking to add a new team member to its Customer Success Team. Working with our current awesome Customer Success Team members you will communicate with customers, answering their questions and improving their experience with Classworks. You will provide implementation and technical support, collect and report on feature requests and improvement ideas, and provide input and assistance to the development and operation teams as we improve Classworks. You should be obsessed with keeping the ship running smoothly, have a lot of energy and enthusiasm, and take satisfaction in getting the details right. Writing clearly and effectively – and enjoying doing it – is a must. Our ideal hire is motivated by what we’re doing as a company, and eager to contribute on the front lines.

RESPONSIBILITIES

  • This is a full-time, remote position. You’re someone who thrives working remotely without much (if any) oversight.
  • Our entire success team works collaboratively to help customers, and you’ll be a product expert in all areas. You’ll spend most of your days sending timely, human replies to questions via email, but you’ll also craft documentation, troubleshoot potential bugs, and collaborate with the rest of the team to be as helpful as possible to our customers.
  • Assist new customers via video calls and emails to setup and onboard Classworks to ensure student and teacher success.
  • Coach and mentor teachers to get the most out of Classworks. You will lead and facilitate teacher requested online seminars. Passionate coaching and mentoring of teachers is a must to improve student learning outcomes. We succeed when teachers and students succeed.
  • Customer success is a big piece of the pie. You’ll work one-on-one with customers, helping them to get the most out of Classworks. You might wing unplanned video calls and live screen-shares, or schedule meetings to talk about unique implementation goals.
  • We won’t overburden you with empty policies or procedures. Doing what’s in the best interest of the customer is at the heart of what we do.
  • We’re sticklers about the customer experience. We’re always refining and polishing the product to perfection. As someone on the front line, your understanding of the product and our customers is incredibly valuable.
  • We believe Support-Driven Growth creates a team environment that puts the customer’s needs first. The success team at Classworks is a vocal and respected advocate for the customer, and we value strong collaboration with other teams.

SKILLS AND QUALIFICATIONS

  • This job is Monday-Friday, 8am-5pm in your timezone.
  • The entire team works out of the main queue, so you’ll spend much of your day helping current customers via email, chat, and video calls.
  • We work together as a team, and that means we challenge each other to improve as a team. You are self-sufficient and love the challenge of solving problems and learning new things.
  • We’re looking for someone with at least one year of support experience. You’re passionate about support and the role it plays in a company. This isn’t your first rodeo, nor is it a stepping stone.
  • You welcome an environment where you can do great work independently.
  • You’re patient and hardy, with an excellent sense of humor. You’re an exceptional listener and educator, and you’re naturally curious with a strong desire to learn.
  • You’re an incredible communicator, fluent in written English. You’re just as comfortable on the phone, video or in person as you are in an email. Your writing is clear and simple, with a proper dose of empathy.
  • You have rare people skills that allow you to get out in front of problems, and proactively help customers with potential troubles. You’re an empathetic problem solver who goes out of their way to help people always.
  • You have a good old fashioned work ethic. You have grit and take initiative and ownership to see things through to completion. If it needs doing, you do it.
  • You aren’t scared of a challenge. When you don’t know something, you embrace the chance to grow and get better. Former teammates and managers would call you resilient and balanced.
How to Apply
See the job posting at https://www.indeed.com/cmp/Curriculum-Advantage/jobs
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