Job Description
Mindojo is developing a self-evolving, adaptive AI platform for personalized education. Our products are already being successfully used to deliver market-leading courses by some of the world’s top media brands such as Bloomberg LP. We’re building a team of experts passionate about making a world-changing impact through our upcoming line of products.
In the Customer Support Specialist role you will respond to a wide range of inbound user messages, mostly via email and chat, but with the occasional phone or Skype call. Your primary aim will be to aid prospective customers to purchase one of our products. You will also help users, both pre- and post-purchase, with general customer support issues. You will need to master every detail of what makes our products amazing and the various difficulties and doubts users may encounter.
We have a brilliant team of content experts who create unique non-linear learning content, and we’re on the way to disrupting the global education market. On our platform, students are constantly engaged in personalized dialogue with our AI private tutor, far surpassing the efficacy of existing resources (textbooks, video or classroom lectures, and various e-learning products).
We offer a full-time contract for a remote customer support specialist. You can work from wherever you wish and the work schedule is very flexible.
Our culture
We believe in minimum bureaucracy and maximum creative freedom. Our team members enjoy plenty of autonomy and are measured mostly by their actual deliverables. We work hard (who’s not familiar with healthy deadlines?) but are happy knowing that our efforts will help improve the lives of many and help the global economy at large. We love people who can approach problems from different angles and who are comfortable asking tough questions and proposing innovative solutions. We aren’t afraid to switch to new technologies as soon as it makes sense, and as a consequence, much of our stack is always at the cutting edge. We’re continuously looking for ways to improve our processes, and everyone’s suggestions are heard and considered on their merit, not based on seniority.
Requirements
- At least 3 years experience in online customer support and/or sales of digital products/services
- Outstanding verbal and written skills
- The ability to understand customers’ needs and to offer solutions based on those needs
- Passion for delivering customer happiness
- Positive attitude and strong sense of customer empathy
- Strong common sense and good judgment, particularly knowing when to escalate problem areas/issues
- Ability to prioritize and work independently on several tasks simultaneously
- Hunger for growth and obsession for improvement
- Strong work ethic and ability to adapt quickly
- Excellent people skills
- Fluent English, oral and written, is a must
Bonus points for:
- Education/EdTech Experience
- Experience with CRM systems
- Experience with Crisp/Intercom or similar customer support platforms
- Strong computer proficiency and experience with G-suite tools (Google Sheets, Docs, etc)
What you will be doing:
- Skillfully guide customers through purchase and retention decisions based on a sensitive reading of each individual's situation
- Provide our customers with an extraordinary support experience
- Serve as the first point of contact for all support communications primarily via live chat (Crisp) and email to answer questions. Infrequently, phone or Skype calls may be needed
- Provide assistance, troubleshoot issues, and route product feedback appropriately
- Escalate customer issues when appropriate and ensure timely follow-up and satisfactory resolution
- Collect, track and provide feedback to management team regarding customer concerns
- This is a remote position.
Benefits
- Competitive compensation including bonuses based on performance
- Talented and friendly colleagues
- Ability to work from home/anywhere in the world
- A chance to play a part in revolutionizing education worldwide
We’re looking forward to receiving your application and going over this position with you.
The Mindojo Team
