Live Support Associate
Customer Experience | Kansas City, KS | Full Time
On average, U.S. students are with substitute teachers for 5% of the typical school year. That means our students have substitute teachers for more than six months of their K-12 school career. The problem? We're suffering from a national shortage of substitute teachers.
Swing Education is a tech startup based out of San Mateo, CA focused on tackling the substitute teacher shortage. We make it easy for great schools and quality subs to find each other. We help schools access more subs and offload tedious work (recruiting, screening, payroll, etc.) and we help subs find jobs, gain experience and build their professional network.
Swing is a revenue generating, Series C, YC company (through ImagineK12). To learn more about Swing visit www.swingeducation.com.
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 Live 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 that will be covering a Central or Eastern time zone. Swing Education’s office is located in San Mateo, California, however, all staff are working remotely during the COVID-19 pandemic until further notice.
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 the Customer Support Manager
Bachelor’s degree required
Ticket-based customer support experience a plus
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
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
This position will be non-exempt and compensation 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:
Professional development reimbursement program
Fun, collaborative, balanced culture
Swing Education is an equal opportunity employer and strongly encourages applications from people of color, persons with disabilities, women, and LGBTQ+ applicants.