Job Description

Job Title: Customer Support Specialist
Location: Remote (East Coast US Time Zone) | Type: Full-Time
About Us
We are a leading educational platform dedicated to helping students achieve their academic and professional goals. Our mission is to provide accessible, high-quality resources and unparalleled support to empower every student on their journey. We believe in creating a positive and encouraging learning environment, and our customer support team is at the heart of that commitment.
Role Overview
We are seeking an empathetic and highly articulate Customer Support Specialist to join our dedicated student support team. In this role, you will be the primary point of contact for our students, providing exceptional service through written communication. You will work within the East Coast US time zone and collaborate closely with our Philippines-based team to ensure seamless 24/7 coverage.
The ideal candidate is a patient problem-solver with excellent writing skills who is passionate about helping others succeed.
Key Responsibilities
Provide high-quality, empathetic customer support to our students primarily through written channels (email, live chat, etc.).
Respond to and resolve a wide range of inquiries in a timely and professional manner.
Master our product and platform to provide accurate and effective solutions to student issues.
Collaborate with our Philippines-based team to ensure a consistent and seamless support experience across all time zones.
Identify trends in student feedback and proactively share insights with the team to help improve the overall customer experience.
Contribute to our knowledge base and internal documentation to help both students and the team.
Required Qualifications
1-2 years of experience in a customer service or student support role.
Exceptional written communication skills, with a strong command of grammar and proofreading.
The ability to convey complex information clearly and concisely in writing.
A high degree of empathy, patience, and a genuine desire to help people.
The ability to learn new systems and processes quickly and adapt to change.
Availability to work weekends and holidays as needed to ensure full coverage.
Preferred Qualifications
Proficiency with customer service platforms like Intercom is a strong plus.
Experience working in a remote, globally distributed team.
A background in education or online learning environments.
What We Offer
A fully remote work environment.
A collaborative and supportive team culture.
The opportunity to make a real impact on students' lives.
Competitive compensation.

Skills Required