Job type full-time
Full job description
This position may work in the lessonly office in indianapolis, in or remotely from any of the following states: alabama, florida, georgia, illinois, indiana, kentucky, maine, maryland, massachusetts, michigan, missouri, minnesota, nevada, north carolina, ohio,tennessee,texas, virginia or washington.
Lessonly is looking for a customer support pro who will serve on the front line of all customer communications, providing friendly and helpful support through all channels of communication-live chat, email, and phoneWe’re developing a robust customer support program and your contributions will be foundational to establishing our support ethos, embody our values in interactions with our customer base, and capture valuable feedback so we can continue to improve our product.
Qualified candidates are experts in customer support with a demonstrated knack for building rapport with customers from diverse backgrounds and in a variety of situationsYou develop and maintain leading product expertise, move fluidly between various tools and channels, and find the best solutions possible for our customersYou enjoy speaking with customers, and take pride in customer-facing workYou’ll be a great candidate if you are able to quickly identify and solve problems for customers, have great communication skills, have a desire to work in a collaborative environment.
Know the lessonly product inside and out and respond to customer requests via chat, email or phone
Build and maintain a customer-facing lessonly knowledge base to help customers find answers to their questions
Collaborate with client experience and engineering teams to ensure the best possible experience for customers in getting issues resolved
Empower lessonly users to become better trainers through common best practices for developing lessons
Proactively look for solutions to problems and propose improvements
Develop a nuanced understanding of customers and share perspective to help lessonly make informed decisions about future product improvements
Ability to work 11am-8pm eastern standard time, monday through friday
Availability to work on-call on a scheduled, recurring basis (typically one week per month, nights and weekends)
1+ years experience in a customer support role
Aptitude for communicating with clarity and empathy via chat, email and phone
Ability to quickly diagnose, troubleshoot, and follow up on customer issues with an understanding of when to act independently and when to loop in a teammate
Knowledge of common help desk/ticketing solutions preferred
Knowledge of html and css preferred
A whole person approach to taking care of you with medical, vision, dental, disability, financial, mental, and life benefits
Time for life with unlimited pto, summer break (all-company week of vacation in july) and winter holiday (all-company time off in december)
Paid parental leave for primary and secondary caregivers
Giving back to our communities with dollars and volunteer time through our brighter indy program
Flexibility to #dobetterwork in the location that works best for you –– the indianapolis office, your home office or that local coffee shop you love
Recognition for the work you do and the success of our team –– shout outs, weekly mvply award, quarterly golden llama award, and a team that is always excited to celebrate meeting a challenge