Aug 28, 2020

Live Support Associate (Remote)

  • Swing Education
  • Remote (Central or East Coast Time Zone)
Full-Time Remote/Virtual Other

Job Description

About Swing

On average, U.S. students are with substitute teachers for 5% of the typical school year. That means our students have substitute teachers for more than six months of their K-12 school career. The problem? We're suffering from a national shortage of substitute teachers.

Swing Education is a tech startup based out of San Mateo, CA focused on tackling the substitute teacher shortage. We make it easy for great schools and quality subs to find each other. We help schools access more subs and offload tedious work (recruiting, screening, payroll, etc.) and we help subs find jobs, gain experience and build their professional network.

Swing is a revenue generating, Series C, YC company (through ImagineK12). To learn more about Swing visit www.swingeducation.com.

The Position

The Customer Experience (CX) team at Swing seeks to empower our users through easy self-service and provide guidance and expertise when our schools and subs need us. As a Live Support Associate, you’ll be responsible for providing world-class customer support, identifying customer pain points, and escalating inefficiencies you identify in our support processes. You are highly organized, empathetic, a thoughtful communicator, and energized by helping our school partners and substitute teachers get the most they can out of their Swing experience. 

This is a full-time remote position that will be covering a Central or Eastern time zone. Swing Education’s office is located in San Mateo, California, however, all staff are working remotely during the COVID-19 pandemic until further notice. 

Responsibilities:

  • Provide high quality, efficient and helpful responses to customer requests through channels like Zendesk emails/tickets, livechat and phone
  • Suggest, update, and create content for our external Help Center and internal knowledge base to provide an easy, self-service customer experience (macros, help articles, etc.)
  • Flag user pain points and suggest solutions to our product team
  • Identify areas of improvement in support processes (i.e customer self-service opportunities)
  • Use tools and knowledge base efficiently to maintain low ticket processing time
  • Triage and escalate tickets as necessary to the Customer Support Manager 

Qualifications:

  • Bachelor’s degree required
  • Ticket-based customer support experience a plus
  • Highly empathetic, takes time to understand customer pains, needs, and wants and goes the extra mile to make sure customer issues are resolved as quickly as possible
  • Hyper-organized and detail-oriented, with excellent written and verbal communication skills
  • Commitment to diversity and inclusion in working with diverse teams
  • Good judgment and the ability to handle sensitive and confidential information with discretion
  • You consider yourself a technology enthusiast and enjoy learning how to use new technology tools



Compensation:

Salary is commensurate on experience and is adjusted for cost of living standards dependent on position location. Swing Education offers a comprehensive benefits package which includes the following perks:

  • Medical/dental/vision benefits
  • Generous PTO
  • Paid holidays
  • Family leave
  • Stock options
  • Professional development reimbursement program
  • Mission-driven work
  • Fun, collaborative, balanced culture

Swing Education is an equal opportunity employer and strongly encourages applications from people of color, persons with disabilities, women, and LGBTQ+ applicants.


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