Job Description
At careerzynith, we're on a mission to revolutionize the way we interact with customers, and we're looking for a talented and passionate Customer Support Representative to join our team. As a key member of our Customer Experience Department, you'll be the voice of our brand, building meaningful connections with customers and making a direct impact on their satisfaction.
- *Why you'll love this role:**
- **Customer Engagement & Communication**: As a Tier 1 CSR, you'll handle customer interactions across chat and email with professionalism and empathy, making a direct impact on customer satisfaction while honing your communication and problem-solving skills.
- **Problem Solving & Case Resolution**: You'll leverage Salesforce and other internal tools to log, track, and resolve customer cases efficiently, analyzing issues, identifying solutions, and ensuring customers walk away happy and supported.
- **Tech-Savvy Customer Support**: You'll navigate and utilize various support platforms and tools to assist customers effectively and efficiently, learning new systems and using technology to enhance customer experiences.
- **Collaboration & Internal Communication**: As a Tier 1 CSR, you'll work closely with internal teams, providing clear and concise updates to ensure seamless customer experiences, sharing insights and collaborating to create the best possible customer experience.
- *Why you're a great fit:**
- **Requirements**: + 3+ years of customer support, helpdesk, or related experience+ Strong verbal and written communication skills+ Ability to troubleshoot and problem solve effectively+ Empathy and a customer-first mindset+ Strong time management and multitasking skills+ Familiarity with supporting educators and schools; or experience in tech support and education technology+ Techstack: Experience or ability to learn quickly to utilize Salesforce OneCRM, Google Workspace, Slack Messaging, JIRA, and internal home-grown support tools+ Prior experience with remote customer support or working across multiple time zones+ Experience working for a US-based tech company+ Written and verbal English fluency+ Experience working US-based hours (PHL night shift)
- **Hours**: 8 hours a day, Monday to Friday, between 8:00 am - 8:00 pm (Eastern Standard Time - US) / Monday 8:00 pm - Saturday 8:00 am (Philippines Standard Time)
- **Device Requirements**: Candidates must have access to and be willing to use their personal computer or laptop for this role. The device must be a Mac (Apple) product.
- *Preferred (but not required):**
- Associate or Bachelor's degree in a related field
- Experience in EdTech, SaaS, or other fast-paced tech environment
- Familiarity with Clever, Google Classroom, and other LMS integrations
- *KPIs for Success:**
- First Response Time (FRT) < 15 min
- Quality Monitoring (QM) score of 85%+
- Customer Satisfaction Score (CSAT) of 85%+
- Average Case Handle Time (AHT) < 15 min
- Escalation rate < 10%
- *Monthly Contract Range:** $530 - $600 USD / month
- *About careerzynith:**
At careerzynith, we're passionate about creating a world-class customer experience. We're a dynamic team of innovators, thinkers, and problem solvers who are dedicated to making a difference in the lives of our customers. We believe in empowering our employees to grow and develop their skills, and we're committed to fostering a culture of collaboration, creativity, and inclusivity.
- *Why join careerzynith?**
- **Career Growth Opportunities**: We offer a range of training and development programs to help you grow and develop your skills.
- **Learning Benefits**: We're committed to fostering a culture of learning and innovation, and we offer a range of benefits to support your professional growth.
- **Work Environment**: We're a dynamic and inclusive team, and we're committed to creating a work environment that's supportive, collaborative, and fun.
- **Compensation and Perks**: We offer a competitive salary and a range of benefits, including health insurance, paid time off, and a generous retirement plan.
- *How to Apply:**
If you're passionate about customer support and want to join a dynamic team of innovators, thinkers, and problem solvers, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
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