Customer Support Analyst

Membean - Portland, Oregon or Remote - Full time

Did a teacher go the extra mile for you? It’s time to return the favor!

We teach English vocabulary. We teach it better than anyone else in the world. We truly care about our teaching of vocabulary—it’s our raison d’être. Capiche?

Our customers are teachers; you may know them—they are the same ones that stayed up late grading your work, the ones who always added a personal note encouraging you to do better. They'd greet you with a smile every day, no matter what was going on in their personal lives. Yes, those ones. Can you make their day a little easier when they write to us for help?

We pride ourselves on unsurpassed customer service. Always have . . . and always will.

You know the value of customer experience. You've done it before and cannot get enough! You care. You are empathetic. You are competent. You are precise. You know how to quickly get to the heart of the matter; you know when you’ve said enough in a response —or when you’ve said too much. You are fierce in the defense of customers. You always seek to establish human rapport.

We expect enough tech literacy to use online tools to get the job done. Taking a screenshot? NP. Creating a GIF? You can do it! Whipping up a quick support video? You can do it in your sleep (bonus points for alacrity and wakefulness). Know some Excel? Wonderful!

You are a competent writer, too. You can write support articles in simple, succinct, transparent language. You don't make grammar mistakes because you know that the teachers with whom you communicate know the difference between its/it’s and there/their/they’re. You can be personal in a quick note without being personal. ‘Nuff said.

We interact with our customers mostly by emails but sometimes it’s more effective with a phone call. Here's what you'll find yourself doing on any given day:

1. Assuring a worried teacher: "Yes, we can easily recover an entire class that you accidentally deleted."

2. Helping a student understand why their answer on an assessment was incorrect.

3. Talking to a teacher so you can better understand why they requested a particular feature.

4. Creating a short video that demonstrates something.

5. Donning your superhero cape and creating a support article that explains in succinct fashion (and with pretty pictures) an exciting, brand-new feature.

6. Jumping into a quick web conference with a group of teachers to resolve a problem.

7. Sending out gifts (provided!) to teachers just because you want to see them smile or just because you want to revel in rapport. 

And like the Fellowship of the Ring, you are not alone. We'll support you every step of the way. You'll have access to anything you need to do your job well. You'll be surrounded with fun and friendly coworkers, each one determined to build a nonpareil product that keeps our teachers smiling. You’ll have free healthcare, vacations, a stipend for books and education, birthdays off, and a slew of other perquisites. We want you to be happy to keep our customers happy.

Still reading? You’ve made it! We'd like to see a resume—what we'd like to see even more is a three-paragraph blurb on why this is the job for you. If you have a blog, video, and/or prior support resources you’ve created, please send them along as well to careers@membean.com.

Sign up for a free Personal plan here: http://membean.com/personal to see how we teach vocabulary.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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