Customer Support Associate

ABOUT SWING:

Founded in 2015 by former K-12 educators and administrators, Swing Education is one of the leading platforms assisting school districts in sourcing dependable, highly qualified substitute teachers. At the core of our company stands a diverse and visionary leadership team. In the face of a nationwide teacher shortage, Swing believes that every classroom should have a teacher, and every student deserves uninterrupted learning. By establishing a marketplace that facilitates seamless connections between substitute teachers and schools, Swing aims to streamline the pathway for K-12 schools and districts to access reliable, top-tier substitute teachers when they're needed most.

At Swing, we champion a fundamental belief: for our schools and students to thrive, our team must reflect the rich diversity of the thousands of students and educators we are privileged to serve. This belief is deeply ingrained in our organizational identity, embodying Living DEI (Diversity, Equity, and Inclusion) as one of Swing's Four Core Values. We committed to creating a work culture that embraces inclusivity and belonging for every member of our present and future team. To learn more about Swing Education, and our Core Values please click here.

POSITION SUMMARY:

The Customer Experience (CX) team at Swing seeks to empower our users through easy self-service and provide guidance and expertise when our schools and subs need us. As a Customer Support Associate, you’ll be responsible for providing world-class customer support, identifying customer pain points, and escalating inefficiencies you identify in our support processes. You are highly organized, empathetic, a thoughtful communicator, and energized by helping our school partners and substitute teachers get the most they can out of their Swing experience.

This is a full-time remote position with a preference for a candidate in the Pacific Standard Time Zone

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide high quality, efficient and helpful responses to customer requests through channels like Zendesk emails/tickets, livechat and phone

• Suggest, update, and create content for our external Help Center and internal knowledge base to provide an easy, self-service customer experience (macros, help articles, etc.)

• Flag user pain points and suggest solutions to our product team

• Identify areas of improvement in support processes (i.e customer self-service opportunities)

• Use tools and knowledge base efficiently to maintain low ticket processing time

• Triage and escalate tickets as necessary to CX team leadership

• Provide support to other teams, including but not limited to Sub Operations

• Achieve set team goals in tickets per hour, quality, and CSAT

REQUIREMENTS AND QUALIFICATIONS:

• Previous experience in a Ticket-based customer support environment HIGHLY preferred

• Highly empathetic, takes time to understand customer pains, needs, and wants and goes the extra mile to make sure customer issues are resolved as quickly as possible

• Must be able to work independently 20+% of the time and collaborate up to 80% of the time

• Hyper-organized and detail-oriented, with excellent written and verbal communication skills

• Commitment to diversity and inclusion in working with diverse teams

• Good judgment and the ability to handle sensitive and confidential information with discretion

• You consider yourself a technology enthusiast and enjoy learning how to use new technology tools

• High level written and verbal skills required

• High degree of critical thinking, reading comprehension, and solution oriented skills required

• Must be able to attend at least one of two yearly team in person events

• Work schedule: Sunday through Thursday 9:00am - 5:30pm PST after training has been completed (Mon-Fri during training which would last about 30 days)

COMPENSATION:

Salary is commensurate on experience and is adjusted for cost of living standards dependent on position location. Swing Education offers a comprehensive benefits package which includes the following perks:

• Medical/dental/vision benefits
• Flexible Time Off (FTO)
• Paid holidays
• Parental leave
• Stock options
• Professional development reimbursement program
• Co-working membership reimbursement
• Mission-driven work
• Fun, collaborative, balanced culture

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Swing is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Swing is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.