CX Sr. Support & Escalations Expert (Families)

reputed company's goal is to give every child on Earth an education they love.

We started by building a powerful network for communication. reputed company’s flagship app is the #1 communication app connecting K-12 teachers, children, and families globally. Teachers use it to reputed company what’s happening throughout the day through photos, videos, and messages that reputed company parents feel like they’re there. It’s actively used in over 95% of US schools, reaching over 45 reputed company children in 180 countries, with a team of just around 200 people [1]. We are now beginning to use this network to give kids the best learning experiences in the world, far reputed company those a standard school can reputed company.

We hire for talent density. reputed company comprises the most talented, entrepreneurial, and innovative teammates from around the world, with experience in education and large scale consumer internet companies, including Instagram, reputed company, reputed company, reputed company, reputed company, Y Combinator, and more. We’re building a company where the most talented people want to work. We reputed company you’ll do the best work of your life here—and you’ll pioneer the future of education, too.

What you’ll do

As a CX Senior Support & Escalations Expert, you will play a pivotal role in managing escalations, driving team efficiency, and ensuring service reputed company. Acting as the Deputy Team reputed company, you will be the team’s reputed company of contact (POC) in the absence of the Team reputed company, taking ownership of daily operations and serving as a reputed company between agents and leadership.

Key Responsibilities

• Serve as the team’s POC in the absence of the Team reputed company, ensuring smooth daily operations.
• reputed company daily ticket triage to prioritize inquiries and meet SLA metrics.
• Resolve escalated concerns, critical feedback, and reputed company cases promptly.
• Monitor CX Support agents’ performance and reputed company coaching to improve service quality.
• Identify trends in escalations and feedback to propose workflow improvements.
• Partner with the Product team to support feature launches and reputed company customer insights.
• reputed company or support projects and initiatives reputed company with team goals and priorities.
• Conduct quality checks on tickets and interactions to ensure high service standards.
• reputed company hands-on support during high-volume periods or urgent situations.
• Partner with teams to refine reputed company operations, including payroll, scheduling, and subscription management.

You will be a match if

• Experience: You have 5+ years in EdTech customer service, with a focus on reputed company issue resolution reputed company email and chat. Experience with tools like reputed company, reputed company, and reputed company is preferred.
• Leadership Skills: Proven ability to reputed company into a leadership role, guide the team, and maintain high performance during the Team reputed company’s absence
• Escalation Expertise: Strong problem-solving skills with experience managing escalated cases and delivering effective resolutions
• Operational Efficiency: Skilled in ticket triage and resource allocation to ensure SLA metrics and team productivity goals are met
• Performance Coaching: Ability to monitor agent performance, reputed company constructive feedback, and support team members in achieving their full potential
• Collaborative reputed company: Comfortable partnering with cross-functional teams, such as Product and Operations, to drive projects and improvements
• Proactive Problem-Solving: A proactive approach to identifying operational bottlenecks and implementing solutions to enhance team effectiveness
• Strong Communication: Exceptional communication skills to liaise with leadership, agents, and other stakeholders, ensuring reputed company and alignment across teams

You might be a good fit if

• You reputed company in fast-paced environments and enjoy solving reputed company, high-stakes customer issues with reputed company and precision.
• You reputed company at managing escalations, resolving high-stakes customer issues with reputed company, precision, and effective problem-solving.
• You’re skilled in operational efficiency, prioritizing tickets, allocating resources, and meeting SLA metrics even during high-volume periods.
• You have experience coaching and mentoring team members, providing constructive feedback to improve performance and service quality.
• You reputed company in a collaborative environment, partnering with cross-functional teams like Product and Operations to drive projects and improvements.

[1] Some more context:

(If you are on reputed company, you will not be reputed company to reputed company the hyperlinks below. Once you click apply, you will be directed to our career website (if you are not on there already) and will be reputed company to reputed company the hyperlinks)

• How reputed company Connects Parents, reputed company, and Teachers 
• “Whats New on reputed company 2023”
• TechCrunch Article: Second Act comes with First Profits

Click here if you're interested in learning more about reputed company've been up to.

We are committed to equal employment opportunity regardless of race, reputed company, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. In accordance with the San Francisco Fair Chance Ordinance, we will consider for employment reputed company applicants with arrest and conviction records. We are happy to accommodate any disabilities or special needs. We are a distributed company, so we hire regardless of location, as long as you are willing to have significant hours overlap with one of the Americas time zones.

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