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Customer Support Lead

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Location

Remote

Type

Full Time

Closing on

August 16, 2021

Posted on

July 27, 2021

We’re looking for a customer support lead to join our team. You’ll be a primary touchpoint of customer support at SuperHi, and will plan and implement community engagement strategies to help us grow. If you are a tech-savvy professional and identify as a ‘people person’ and a doer, we would like to meet you!

Who is SuperHi?

SuperHi’s mission is to make creative education, better designed. We give the creative and curious the tools and techniques to bring their ideas and work to life online.

We teach practical skills in code, design, and project management in a real-world way. We're proud that our current students are 59% female, 3% non-binary, and 37% male from a wide range of backgrounds and over 90 countries, and we have one of the highest Net Promoter Score of any online business in the world.

We’re a proudly remote team with people located in the US, England, Scotland, Hong Kong, and Portugal. As a company, we are a fast-growing, profitable startup and are backed by some of the world's top VCs like Expa and ustwo Adventure.

Some of the responsibilities you’ll have

  • The bulk of your day will involve responding to comments and customer queries in a timely manner. You'll be the primary touchpoint for students at SuperHi, acting as the face and voice of the company to support our customers and community in their learning goals.

  • Recruit, mentor and develop customer support specialists and nurture an environment where they can excel through encouragement and empowerment

  • This includes answering Tier 1 CS and some Tier 2 level support queries, which involves tasks like guiding students in choosing the right course for them, cultivation of leads and sales, putting together offers for our B2B requests, generating and sending invoices, payment plans, issuing refunds, adding people to our Admin Tool, addressing billing questions, helping people resolve technical issues such as merging accounts, inability to access to courses, issuing certificates of completion, basic code or design support, etc.

  • Keeping our Knowledge Base Documentation up to date.

  • Keeping our Help Scout metrics in check and finding ways to improve performance that aligns with the company’s goals.

  • Maintaining an active presence in SuperHi’s Slack channels.

  • Locating and engaging advocates within the community to foster dialogue.

  • Planning and implementing community dynamics to scale engagement.

  • Extracting community insights and recommending strategies to help achieve marketing goals.

  • Being open to supporting other areas (we’re a small team so often help outside our core specialisms).

Requirements

  • Strong communication skills in English (both verbal and written). Communication skills in other languages are a plus.

  • Experience in customer support leadership and is comfortable managing multiple teammates

  • Genuine interest in people - you love engaging with and learning about others!

  • Knowledge of engagement metrics

  • Attention to detail – your cover letter should include the word “tangerine” somewhere – and the ability to multitask.

  • Interest in online learning.

  • Enjoys working in a team.

  • Willing to try and test new processes and methods.

  • Self-motivated & self-managing with exceptional time management skills.

  • Positive and friendly attitude.

  • Strong interest and commitment to growing in a customer support and community role - this is what you love to do!

Desirable

  • Experience working remotely.

  • Experience working with Notion and Help Scout

  • Experience working in a growing startup environment.

  • Proven work experience as a customer support and community manager and/or social media manager.

  • Experience launching community initiatives (e.g. building an online forum, launching an ambassador program, organizing an event, or writing an email newsletter).

  • An understanding of front-end code, UX, design, and/or digital marketing.

Who you'll work with

  • Ryan Smith, Technical Program Manager Education & Teaching

  • Varshini Nanthakumar, Educator

  • Arianna Ninh, Educator

  • Navya Dev, Product Manager

  • Rik Lomas, CEO

  • ...and of course, you'll also be a key member of our team

Employment details

  • We offer a competitive salary.

  • We offer health, dental and vision insurance for US-based employees.

  • We offer a stipend to get a workspace local to you if you prefer not to work at home.

  • Paid sick and vacation days.

  • Company-provided equipment (laptop, screens, standing desks, etc).

  • Annual education budget.

  • Annual work together budget.

  • Annual vacation bonus (we want you to take time off!).

  • Annual health + fitness budget.

We are an equal opportunities employer and we welcome anyone of any gender, race, sexuality, ability, background, age, etc. to apply. Diversity and inclusion are very important to SuperHi – our students come from all walks of life and our team should reflect that too.

Apply for this role

Want to know more? Meet the team & learn about why we do what we do.