Senior Customer Support Specialist
- Answer incoming emails via Zendesk with a focus on quality responses and thorough resolutions. Deliver extraordinary results.
- Help build the Codecademy customer support infrastructure.
- Help Codecademy gain meaningful insights by digging into reporting, data, and other customer support analytics.
- Build relationships between Codecademy and our users through an empathetic and passionate approach to customer support work.
- Develop smart, robust, and comprehensive Help Center content.
- Analyze incoming questions and identify areas for product and process improvements.
- Tackle other project based work, and work cross-departmentally with the team.
- Partner with other teams to exchange information about the Codecademy product, and ensure it is communicated appropriately and relayed to our users.
- You have a demonstrated ability succeeding in a customer support department in a fast-paced, growing startup.
- You’re self motivated, able to work independently, and comfortable collaborating cross functionally on a dynamic team.
- You have excellent communication skills (written and verbal) and feel comfortable describing technical concepts to a varied audience in an accessible way.
- You’re innovative and constantly looking for ways to improve things.
- You possess a deep passion for problem solving.
- You’ve got natural relationship building skills and a passion for developing customer loyalty.
- 5+ years working in customer support
- BS / BA or equivalent from an accredited university
- Previous experience with Zendesk
- You have programming experience
- You’ve learned a skill on Codecademy in the past
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.