Beyond Sapiens is hiring a
Customer Support Agent

Summary

Join Elevate Labs as a Customer Support Agent in a fully remote position. The role requires balancing agility with customer obsession, managing tight timelines, and constantly evolving business needs. You will be an unwavering customer advocate via inbound email and social-channel customer support, striving for one-touch resolution through root cause analysis.

Requirements

• 3+ years of customer support experience
• 2+ years of experience supporting educational apps and/or software or other technical support
• Experience with Zendesk or similar customer management tools
• Excellent verbal and written communication skills with a strong attention to detail
• Intellectual curiosity - if you don’t know the answer, you’ll find out
• The ability to balance pace and precision, multitasking and prioritizing urgent needs
• A passion for customer service and the ability to execute at a high rate of speed and accuracy

Responsibilities

• Be an unwavering customer advocate via inbound email and social-channel customer support, upholding our mission of world-class service
• Strive for one-touch resolution through root cause analysis and by prioritizing and multitasking a large volume of inbound contacts with attention to detail and ownership
• Identify patterns in customer reports and investigate, test, and reproduce technical issues with medium complexity while maintaining customer satisfaction and Elevate’s brand image
• Understand and meet expected personal metrics such as Volume, Handle Time, Time to Resolution, Customer Satisfaction Rating, and more
• Provide peer-to-peer support by leading with patience, empathy, and a deep understanding of our products and customer needs
• Question the status quo and proactively highlight areas where we can do better to help drive process and policy decisions
• Help keep internal and external knowledge bases and documentation up-to-date

Benefits

• Competitive salary and equity across all geographies
• Medical, dental, and vision insurance for you and your family
• Distributed team flexibility with a home-office stipend and co-working reimbursement
• Annual learning, wellness, and travel stipends
• Generous PTO, sick leave, and paid parental leave