Customer Experience Specialist
Note: This position is Saturday through Wednesday from 9AM to 6PM Eastern.
About Us:
At Teachers Pay Teachers (TpT), we're unlocking the power of educator-created content. TpT gives educators access to a trusted, one-of-a-kind community. We are the world's first marketplace of our kind and founded by a teacher, for teachers as the go-to platform for teacher-created content for nearly 15 years. We are currently serving more than 7.5 million users and more than 85% of U.S. teachers. TpT is focused on building the next generation of digital learning experiences for millions of students and teachers across the world. If you haven't heard of TpT yet and want to learn more, just ask any teacher!
About the Team:
The Customer Experience (“CX”) team’s mission is to partner with our community of Buyers and Sellers to solve problems and present well-informed solutions through email-based support. We work closely with internal partners to surface user feedback and trends to inform product decisions and processes. CX plays an integral role in bridging communication across the company and the TpT community, and helps strengthen the relationship between educators and the tools that help them succeed.
Role:
We’re looking for a Customer Experience Specialist to join our team and play a critical role in providing outstanding email-based customer support for our community of Sellers and Buyers. Our Customer Experience team recognizes trends in the questions they receive from the community and surfaces these learnings internally to improve our product, policies, and services. Additionally, there are projects and initiatives that vary with our goals for the quarter.
Responsibilities:
- Provide timely and accurate solutions by email to incoming customer questions
- Create macros (email templates) and write emails with a mastery of TpT style and tone
- Proactively complete all necessary background research to provide excellent customer service that minimizes additional email communication
- Know TpT's products, services, processes, and tools to ensure a polished, positive interaction with our users
- Answer cross-functional questions and work collaboratively with team members to resolve user issues
- Complete projects on time with a high degree of quality
- Assist others on the team with questions
- Identify areas of improvement and come up with possible solutions
- Manage multiple tasks and projects simultaneously, prioritizing workload efficiency
Qualifications:
- 2+ years of work experience
- Excellent written and verbal communication
- Loves, understands and believes in what we want to build
- Enthusiasm to work hard and achieve results in a fast-paced environment
- Computer proficiency
- Attention to detail
- Ability to stay calm and focused under pressure
- Motivated self-starter with excellent time management skills
Extra points for:
- Customer service experience in an email-based environment
- Background in Education
Benefits & Perks:
At TpT, we believe the positive experience of employees is essential to growth, both individually and collectively. To achieve our mission of ‘Empowering Educators to Teach at Their Best,’ we must also empower the members of our TpT Team to work at their best. To that end, two of our core company values are “We Learn and Grow Together” and “We Enjoy the Journey.” We’ve committed to these values and to our employees through investing in added benefits and perks:
- Comprehensive Medical, Vision & Dental Benefits
- Free Telemedicine Membership - 24/7 access to trusted medical advisors
- Generous PTO and Wellness Days
- 5 Week “Recharge Leave” after 5 Years, to refresh and celebrate the impact you’ve had at TpT
- Generous Parental Leave (for new parents) for time to adjust to parenthood, plus additional six weeks for the birth parent
- Onsite Mother’s Room
- ‘Employee Resource Groups’ (ERGs) to promote employee inclusivity and belonging
- Engineering Learning Fridays (ELF), to provide a space each week for Engineering teams to collaborate and learn from each other
- ‘Professional Development’ Stipend, to support the professional growth of employees (including - but not limited to - subscriptions, books, lectures, etc.)
- Annual Company Events (Camp TpT, Field Day, Hackathons, Holiday Party, Summer Picnic, Classroom Visits, etc.)
Here at TpT we value Diversity & Inclusion and encourage people to bring their most authentic selves to work. We cultivate an environment where people are recognized and celebrated for their individuality.
Any TpT applicant who requires reasonable accommodations during the interview process should contact the TpT People Ops Team ([email protected]) to make the need for an accommodation known.
Finally, if you’re a California resident, California law requires that we provide you notice about the collection and use of your personal information. We encourage you to read it carefully. You can find our full notice here.