Remote Customer Service Representative

📋 Description

• • Be the first and most trusted voice our parents hear when they reach out for help. Every day you’ll field questions—via chat, email, WeChat, and phone—from moms and dads who want to know how their child is progressing, which course comes next, or how to reset a forgotten password. Your calm, friendly tone turns confusion into clarity and anxiety into confidence.
• • Own the entire support journey for a portfolio of hundreds of families. From the moment a ticket lands in Zendesk until the parent sends a final “thank-you” emoji, you shepherd the case, document every step, and close the loop. No hand-offs, no black holes—just end-to-end accountability.
• • Translate complex academic concepts into parent-friendly language. When a father asks why his 3rd-grader is learning modular arithmetic, you’ll explain the logic-building benefit in two concise sentences and share a quick practice game he can try at home tonight.
• • Detect patterns in incoming questions and turn them into actionable insights. If five parents in one week ask why the homework portal won’t load on Safari, you’ll flag the bug, write a temporary workaround article, and feed the data to Product so the fix lands in the next sprint.
• • Champion our brand promise of “Love and Technology.” You’ll sprinkle empathy into every macro, celebrate small wins with families, and escalate only when absolutely necessary—protecting the trust we’ve built with over six million weekly learners worldwide.
• • Collaborate daily with teachers, curriculum designers, and engineers in both the U.S. and China. A 9 a.m. Slack huddle might clarify why a quiz score didn’t sync, while a 9 p.m. WeChat voice note from Beijing confirms the patch is live.
• • Build self-service resources that scale your impact. One well-crafted FAQ or 60-second Loom video can deflect 200 tickets, freeing you to spend more time on nuanced cases that truly need the human touch.
• • Monitor student learning dashboards and proactively reach out when red flags appear. If a child hasn’t logged in for three days, you’ll send a gentle nudge to the parent offering a quick re-engagement plan.
• • Handle billing, refund, and promotional-code questions with accuracy and tact. You’ll know our pricing tiers by heart and can recite the refund policy without sounding robotic.
• • Participate in weekly “Voice of the Customer” meetings where your stories and stats directly influence product roadmaps, marketing campaigns, and teacher training agendas.
• • Maintain a 95 %+ CSAT and sub-2-hour first-response time across all channels—even during our busiest season when new enrollments spike 300 %.
• • Rotate through an on-call weekend shift once a month, ensuring our global community always has a lifeline.
• • Bring contagious positivity to a fully remote team spread across four time zones. You’ll open Zoom with a smile, share pet cameos, and celebrate teammates’ birthdays with digital cupcakes.