REMOTE (UNITED STATES) /
SALES & OPERATIONS – CUSTOMER OPERATIONS /
FULL TIME
Teachable is on a mission to enable the transformative power of knowledge in our world. Our online platform enables individuals and small businesses (our “Creators”) to build, host and sell online courses and coaching. We generate revenue in two ways: (1) from monthly or annual subscription fees (SaaS) paid to us by our Creators for access to the platform; and (2) from transaction fees calculated as a percent of the value of courses and services sold by Creators through our platform. We currently support over 40,000 Creators who have collectively sold over $1 billion in courses and coaching on Teachable.
As a Customer Support Specialist, you will delight our Creators by providing solutions to customer issues, and acting as a liaison between internal support teams and customers. You’ll be part of a best-in-class customer support organization that has a unique position in being able to work directly with our Creators and help scaffold their online businesses to new heights.
This is a full-time, non-exempt position and you’ll be assigned a specific shift (8 hours per day / 40 hours per week).
Our customer support team operates seven days a week, 365 days a year, from 8 a.m. to 9 p.m. EST.
We’re looking for someone with flexibility to work evenings, weekends, holidays, and occasional overtime as needed.
What You’ll Do:
- Provide a world-class customer support experience by efficiently and enthusiastically delivering solutions to creators, and empowering them to get the most out of the Teachable platform
- Become an expert on the functionality and capabilities of the Teachable platform, and stay up to date on our rapidly evolving product offering
- Drive business goals by consistently meeting/exceeding individual and team KPIs, and demonstrating a sense of urgency in communicating with our creators
- Collaborate cross-departmentally by reporting customer feedback and insights to our marketing, product and engineering teams
- Iterate on our internal team processes as the Teachable product continues to evolve
What We’re Looking For:
- 2+ years providing high-volume email/live chat support, preferably in SaaS
- Strong computer skills to learn and work within multiple systems (must be able to type at least 40 wpm)
- Effective written and verbal communication skills: you are comfortable translating complex concepts to non-technical audiences
- Emotional intelligence and an empathetic inclination to understand what the customer is saying versus what they mean
- Curiosity for learning – you enjoy taking on new challenges and are able to quickly distill learnings in a fast paced environment to best support our Creators and teams
- High level of technical aptitude; the ability to pick up new technologies quickly and explain complex concepts simply
Extra Credit:
- Working knowledge and experience using helpdesk tools such as ZenDesk, Salesforce, Intercom or similar
- Prior experience with technical troubleshooting
- Passionate about both teaching and learning
- Results driven: If you see something that can be done differently, you take action, and advocate on behalf of our creators
Teachable is an instructor-focused platform that empowers creators to build and sell online courses and coaching on any topic-from iOS development to watercolor painting to card tricks. Instructors using our platform have collectively earned more than a billion dollars to date.