Customer Support Associate

ABOUT SWING:

Swing Education is an online staffing marketplace that connects substitute teachers with schools. Founded in 2015 by former K-12 educators and administrators, Swing makes it easier for schools and districts to find reliable, qualified substitute teachers when they need them most. With over 500,000 absence days filled to date, Swing is dedicated to improving the experience of finding substitute teachers, becoming a sub, and keeping student learning on track. Swing serves over 2,800 partner schools across California, Arizona, Illinois, Texas, New Jersey, New York, and Washington D.C.

Swing Education is proud to be a Minority-Owned Business; all three of our co-founders, including our CEO, CTO, and COO, are people of color. One of our founders is a woman of color. Our board of directors is also 60% female and 75% people of color. Swing Education strives to embrace Diversity, Equity, and Inclusion across the company, and embraces these values not only in its corporate hiring decisions, but also in its day to day interactions with and management of Swing Subs. Over 50% of our staff are women, and 60% are people of color (30% underrepresented groups). 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: TBD

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.