Customer Service Specialist

Polygence - Remote - Full time

You will work closely with our entire student-facing team to ensure that our students and parents have the most enjoyable and seamless Polygence experience possible - from initial inquiry all the way through to graduation.

In your first 3 months, you will…

  • Take full responsibility for the student team’s phone line and answer all incoming inquiries from prospective parents and students.
  • Ensure all incoming inquiries are responded to and resolved within 12 hours of initial outreach (weekdays).
  • Handle any complaints in a timely manner and strive to deliver best-in-class customer support.

In your first 6 months, you will…

  • Explain our program to prospective students and parents.
  • Work closely with our student team to implement a frictionless communication workflow and triage system (email, text, and phone call) for all inbound communication.
  • Work closely with our student team to develop an escalation workflow for incoming queries and complaints.
  • Develop protocol with the team to continue ensuring that all customer inquiries are answered within 12 hours of initial contact.

In your first year, you will...

  • Liaise with the product team to develop protocol for user interviews to inquire about parent and student feedback about the program.
  • Identify recurring customer service pain points and issues creating playbooks to resolve them.
  • Help us establish best practices for customer support and foster a customer-first culture.

You will thrive in this role, if you…

  • Have 3+ years of experience in customer service/ customer support, preferably in the EdTech space.
  • Get excited thinking about ensuring the best learning experiences for students.
  • Have had 2+ years of experience working directly with high school students and/or parents.
  • Enjoy problem-solving on the phone/live and always strive to provide resolutions at the first point of contact.
  • Have stellar written and verbal communication skills.
  • Are a meticulous planner and organizer.

Compensation and Benefits

  • Competitive salary and generous equity
  • Flexible, remote-first company
  • Health, dental and vision insurance coverage
  • 401(k) plan offerings
  • Unlimited paid-time-off

If you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role's requirements.

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Role

Sales

Experience Level

Mid Level

Polygence

High school students spend over 4,000 hours being lectured at, despite overwhelming evidence that students learn best through project-based learning. Polygence was built with a singular focus on helping students rediscover the joy of learning through personalized projects.
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