Deliver exceptional service and support across chat, email, and ticketing systems while helping customers resolve issues and successfully use company products.
About the Role
This role handles Tier 0–1 support tickets, live chat, and email interactions while escalating advanced issues and supporting sales and retention workflows. You’ll help improve customer experience by documenting processes, gathering feedback, and assisting with onboarding and renewals.
Schedule
- Full-time
- Remote
Responsibilities
- Respond to help desk tickets and resolve Tier 0–1 issues
- Escalate Tier 2–3 tickets and communicate timelines
- Document all customer interactions in CRM
- Manage SPAM tickets and payment ticket reconciliation (Stripe, AuthNet, PayPal)
- Support customer cancellations and retention efforts
- Address course ratings under 4 stars and collect feedback
- Process paid invoices and scholarship requests
- Provide live chat assistance, troubleshooting, and product guidance
- Transfer qualified inquiries to sales when appropriate
- Respond to customer emails and escalate as needed
- Assist with onboarding new training and access clients
- Monitor subscription renewals and abandoned carts
- Support special projects and meetings
- Help develop and maintain customer service procedures
Requirements
- Prior customer service experience preferred
- Excellent written and verbal communication skills
- Strong problem-solving and multitasking abilities
- Experience using CRM tools and basic troubleshooting
- Detail-driven with a customer-first approach
- Comfortable working in a fast-paced, evolving environment
Tech Requirements
- 15 Mbps minimum internet / 10 Mbps backup
- Computer: i5 / 8GB RAM minimum (i3 backup)
- Webcam + noise-canceling headset
- Smartphone + quiet home workspace
Benefits
- Remote flexibility
- Fast-growing, supportive, collaborative culture
- Growth opportunities and continuous learning
- Work-life balance and autonomy
Happy Hunting,
~Two Chicks…