Customer Support • Entry-Level

Who you are

You have 3+ years of customer support experience, ideally in a fast-paced tech environment like EdTech or SaaS. Your strong verbal and written communication skills enable you to connect with customers and provide exceptional service. You are tech-savvy and enjoy learning new systems to enhance customer experiences. Your problem-solving skills allow you to troubleshoot effectively and ensure customer satisfaction. You thrive in collaborative environments, working closely with internal teams to provide seamless support. Your empathy and professionalism make you the voice of our brand, directly impacting customer satisfaction.

What you'll do

As a Tier 1 Customer Support Representative, you will handle customer interactions across chat and email, building meaningful connections with professionalism and empathy. You will leverage Salesforce and other internal tools to log, track, and resolve customer cases efficiently. Your role will involve analyzing issues, identifying solutions, and ensuring customers walk away happy and supported. You will navigate various support platforms and tools to assist customers effectively. Collaboration with internal teams will be key, as you provide clear updates to ensure seamless customer experiences. You will also monitor key performance indicators such as First Response Time and Customer Satisfaction Score to measure your success in the role.

What we offer

At Newsela, you will be part of a dynamic team that values collaboration and communication. We encourage you to apply even if your experience doesn't match every requirement. This role offers the opportunity to grow your skills in customer support while making a direct impact on customer satisfaction. Join us in creating the best possible customer experience in the EdTech space.