Skillshare
Skillshare is an online learning community for creatives.
New York, NY
Remote

Customer Success Specialist at Skillshare

| Remote
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The Customer Success Specialist will support Skillshare’s B2B Customer Success Manager in the ongoing account onboarding, implementation, and management duties required to ensure that all Skillshare’s B2B customers have a successful and productive experience on the platform. The successful candidate will have a proven track record of working directly with customers in a support capacity, but will also have experience with data entry and behind the scenes support, along with strong digital and interpersonal communication skills. This is a great opportunity for someone with a customer service background to gain Sales/Customer Success experience working in a fast-paced startup environment. 

Please note that this is a part-time contract role - 15-20 hours/week with a minimum commitment of 6 months. 

Responsibilities:

  • Work with the Customer Success Manager (CSM) to create new teams, invite team users, and perform other administrative tasks related to the customer onboarding journey
  • Manage a select group of account renewal records in Salesforce 
  • Identify accounts with high potential for upsell opportunities using CRM data 
  • Respond to customer help tickets in Zendesk
  • Track customer support ticket requests and synthesize trends for product and experience improvement opportunities 
  • Write help center articles to drive self-service based on insights gained from answering customer help tickets
  • Backfill key account information in Salesforce 
  • Assist the CSM with maintaining/updating existing customer records and reports as needed
  • Content Support
  • Provide content-related project support to the CSM as needed 

Key Competencies: 

  • 3+ years of experience working in a customer-facing role
  • Experience using both Zendesk and Salesforce 
  • Demonstrated ability to meet deadlines, handle & prioritize simultaneous requests, and communicate roadblocks with a solution-oriented mindset 
  • Creative thinker with strong problem-solving skills 
  • Ability to communicate effectively with a variety of stakeholders
  • Able to work independently with a high level of accuracy 
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Where we are

Our office is located in the heart of Flatiron (close proximity to 4,5,6,L,N,Q,R,W). The team loves exploring new lunch spots & taking coffee walks.

Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • TypescriptLanguages
    • SASSLanguages
    • jQueryLibraries
    • ReactLibraries
    • WebpackLibraries
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • YiiFrameworks
    • MySQLDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ZeplinDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
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What are Skillshare Perks + Benefits

Skillshare Benefits Overview

At Skillshare, we strive to create an inclusive culture in which each person is compensated fairly, has robust learning and development opportunities, and feels supported in bringing their whole self to work. We also believe that doing your best work means living a full life – that means different things for everyone, so we optimize for trust, invest to support remote teams, have an unlimited vacation policy (with a required minimum!), and encourage work-life balance.

Our perks include:

- Health, Dental and Vision coverage
- 401(k)
- Unlimited vacation (with a required minimum!)
- 14 weeks parental leave (gender neutral)
- Paid sabbaticals for tenured employees
- Learning and conference stipends
- $750 stipend for setting yourself up for success at home (think: desk, headphones, plants, ergonomic chair)
- Monthly reimbursement of up to $75 for high-speed internet services
- Stipend for mental health/well-being tools (Headspace, Talkspace, Peloton, etc.)
- Monthly coffee/tea reimbursement of up to $25
- Ongoing manager training with LifeLabs
- Inclusion workshops with Paradigm

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
In addition to our social committee, we have dedicated Diversity & Affinity groups in which team members decide to come together around a shared identity or background.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
We offer both short- and long-term disability insurance.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary.
Retirement & Stock Options Benefits
401(K)
Company Equity
Read more about how we think about equity compensation here: https://medium.com/swlh/a-no-b-s-guide-to-startup-stock-option-grants-526a8bc33c2b
Child Care & Parental Leave Benefits
Generous Parental Leave
Skillshare offers 14 paid weeks of paid parental leave to both birth-giving and non-birth-giving parent/s.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
We provide catered lunch on Monday, Wednesday, and Friday each week.
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Skillshare creates professional development opportunities by offering an annual budget to attend external conferences, in addition to ongoing internal learning programming.
Lunch and learns
Promote from within
Customized development tracks

Additional Perks + Benefits

In addition to the above, we also offer a number of perks around flexibility – including the option between a 1-month bonus or sabbatical at your 3-year mark, and the ability to work remotely for up to a month from anywhere in the world when you've been on the team for one year.

An Insider's view of Skillshare

What are some social events your company does?

Moving fully remote has meant changing our approach to team-bonding. We are keeping the energy up with happy hours, trading Zoom backgrounds, and, recently, our affinity group for women of color hosted company-wide trivia that kicked off with a Rihanna dance break.

Chantel

Senior Creative Producer

How do you collaborate with other teams in the company?

Cross-team collaboration is frequent and organic at Skillshare; we foster a uniquely friendly atmosphere of openness and shared purpose. Through cross-team threads, project-based meetings, comments on RFC's, pull request reviews, Q&A sessions, and, of course, simple conversations, collaboration commonly happens across a table or across time zones.

Justin

Director of Engineering

What are some things you learned at the company?

I was immediately impressed and encouraged by the creative problem solving at Skillshare. Data plays a huge part in learning about our members, determining the most popular classes, and fostering creative community. I was a student within the community long before helping build it. My favorite experience so far has been learning watercolor basics.

Zhen

Director of Business Intelligence

How do you make yourself accessible to the rest of the team?

As a management team, we strongly believe in making ourselves accessible. This includes: 1:1s with direct reports, skip-level meetings, team-wide meetings, coffees with people across departments, and attending team events. More broadly, we apply the same foundational rule we all learned in kindergarten: treat people the way you want to be treated.

Sabrina

COO

What kinds of technical challenges do you and your team face?

We're in an exciting position - we have a product that we believe in and a community that believes in us. The question we face is: how can we build a platform which works for the Skillshare of today, but will scale to the needs of the Skillshare of the future? It’s not enough to keep up with growth; we must build for where our growth will take us.

Samantha

Director of Engineering

Skillshare Careers In NYC
13

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