Codecademy (a Skillsoft company)
New York, NY
Remote

Customer Support Associate

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We are NYC based, but remote friendly unless specified. (US & Canada based candidates only)

Hello, World! Codecademy is on a mission to build inspiring careers in technology through engaging, accessible, and interactive online coding education.

Our learners have gone on to start new jobs, launch new companies, and lead new lives thanks to their work with Codecademy, and our platform has transformed the way businesses develop and retain their teams.

Since 2011, our team has grown to over 200 employees serving 50+ million learners from 190+ countries. We’ve raised over $82M in venture capital funding from top investors including Prosus, Owl Ventures, Union Square Ventures, Y Combinator, and more--which gives us the capital to get stuff done in an impactful way.

Join us to help build a business that empowers tens of millions of people to lead better lives!

We are NYC based but remote friendly!

As a Customer Support Associate, you will be responsible for delivering exceptional customer support with empathy and emotional intelligence. You will work cross-functionally to understand company-wide changes, emerging events, and help our users understand them. 

WHAT YOU'LL DO

  • Answer incoming emails via Zendesk with a focus on quality responses and thorough resolutions. Deliver exceptional, high volume results.
  • Build relationships between Codecademy and our users through an empathetic and passionate approach to customer support work. 
  • Analyze incoming questions and identify areas for product and process improvements.
  • Write smart, robust, and comprehensive Help Center articles.
  • Aid in the facilitation of Zendesk administration. (Have experience with this? Awesome! If not, we’ll help you learn.)
  • Tackle other project-based work, and work cross-departmentally with the larger Codecademy team.
  • Participate in a two way communication channel between our users and the larger Codecademy company. You will help be responsible for ensuring information is communicated appropriately to Codecademy team members and Codecademy users alike.
  • Ability to work on Saturday or Sunday.

WHAT YOU'LL NEED

  • We are committed to hiring people with a range of working and life experiences who will champion our learners. We welcome candidates with alternative but relevant expertise or experience to apply.
  • 3 years working in a customer-facing role
    • 1-2 years traditional Customer Support/Service
    • 1 year in a startup environment.
  • Curiosity! A love of problem solving and critical thinking.
  • A demonstrated ability succeeding in a customer support department in a fast-paced, growing startup.
  • You need to be self-motivated and able to work independently, and comfortable collaborating cross functionally on a dynamic team.
  • Excellent communication skills (written and verbal) and a high comfort level describing technical concepts to a varied audience in an accessible way.
  • To think deeply and constantly look for ways to relentlessly improve. 
  • Natural interpersonal and relationship building skills, and a passion for developing customer loyalty.
  • Previous experience with Zendesk.

WHAT WILL MAKE YOU STAND OUT

  • Comfortable talking to users about programming.
  • Previous experience with the fundamentals of Zendesk administration.
  • You’ve learned a skill on Codecademy in the past.

#LI-Remote

Equal Employment Opportunity

At Codecademy, we are committed to teaching people the skills they need to upgrade their careers. Codecademy aims to educate a richly diverse demographic of learners with our product and in order to accomplish this, we believe our team should reflect that rich diversity. Our company celebrates diversity in all of its forms-- race, gender, color, national origin, marital status, sexuality, religion, veteran status, age, ability, disability status-- and works to create an inclusive workplace where people of all backgrounds and beliefs are empowered to better their futures.

#LI-Remote

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What are Codecademy (a Skillsoft company) Perks + Benefits

Codecademy (a Skillsoft company) Benefits Overview

In addition to base pay, paid holidays, equity packages, and generous health benefits:

We offer a $50 monthly stipend for use towards gym memberships, fitness classes, meditation, massages.
We offer a subsidy on Citi Bike memberships--don't just work in the city, see the city! Pre-tax commuter benefits.
We offer $1,000 a year towards education and growth to be used towards conferences, certifications, or any other opportunities to learn!
Catered lunch (Tuesday through Thursday in office) and a fully-stocked kitchen
Up to $75/month internet stipend when remote.
GrubHub+ Membership
401k account through Human Interest
OneMedical account for primary care
Codecademy Pro account
Unlimited vacation policy: We encourage (and sometimes demand!) that employees take vacation time to rest and reboot.

Culture
Partners with nonprofits
Open door policy
OKR operational model
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Online course subscriptions available

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