Customer Support Representative
At Newsela, Customer Support Representatives (CSRs) are the face of the company and the voice of the customer. In this role, you will execute both of these critical functions by being the frontline support for end-users, helping them to navigate Newsela, clearing confusion on site tasks, and alleviating frustration for user pain points. You’ll also lead the charge in collecting information and trends from the user experience, and using it to influence product, implementation, and integrations. You’ll use a state of the art customer relationship management tool that enables you to document the customer’s interaction and follow the journey from start to finish, no matter the issue/question type, timeframe, or contact preference. Reporting to the Manager of Customer Support, you’ll adopt a customer-first attitude as a Newsela frontline product expert and advocate for providing best-in-class support in all of our internal process and tools adoption.
Why You’ll Love This Role:
As part of our Customer Support team, you’ll have a front seat view into the direct impact the level of engagement Newsela products create in classrooms. You will speak with real-world educators from all over the United States who are passionate about their student’s learning abilities and who are empowered by the guidance provided by YOU on each and every contact. In addition to the fulfillment of having direct and immediate impact on classrooms all over the country, you will appreciate the continuous and encouraged professional learning and development opportunities and the culture of inclusion and belonging made priority and supported by things such as Newsela’s Inclusion Council, Affinity Groups, and programs that reduce bias in recruiting and onboarding.
Why We’ll Love You:
You have 2+ years of experience in a customer support function, with demonstrated success in meeting or exceeding general support KPI targets and goals, ensuring best-in-class experience is delivered during customer interactions. You’re able to easily isolate issues and provide technical or navigational guidance to customers to achieve resolution. You are excited to learn about edtech platforms and how they work with Newsela products to best support Newsela users and provide the most fluent user experience possible, and are passionate about contributing to the impact of learners.
Your ability to have the right balance of empathy with customers while exuding urgency in resolving their issue will speak volumes to the overall mission of Customer Support and Newsela as a company. You will not shy away from complex technical issues. Instead you will challenge yourself to locate an answer, and challenge your peers, teammates. and leadership to consider product or process improvements as the voice of the customer. On top of your Customer Support experience, you’re punctual, accountable, a quick learner, and detail oriented.