Cx Support Agent

Summary

Join ClassDojo as a CX Support Agent and play a critical role in resolving complex customer issues for Dojo Tutor. You will manage escalations from the AI bot, handle high-stakes customer interactions, and process complex subscription changes. This position requires expertise in subscription management, high-stakes customer interactions, and cross-functional collaboration. You'll need 3+ years of experience in EdTech customer service, strong emotional intelligence, and excellent communication skills. The ideal candidate thrives in fast-paced environments and enjoys solving complex problems with empathy and precision.

Requirements

• Experience: You have 3+ years in EdTech customer service, with a focus on complex issue resolution via email and chat
• Emotional Intelligence: Strong ability to de-escalate tense situations, build trust, and foster relationships with both tutors and parents
• Problem-Solving Skills: Thrive in fast-paced environments, adapt quickly to changing policies, and handle high-stakes interactions with confidence
• Communication Skills: Excellent written and verbal communication skills to clearly explain solutions, build rapport, and collaborate effectively with internal and external stakeholders
• Technical Aptitude: Familiarity with subscription management processes, online tutoring platforms, and troubleshooting basic technical issues
• Decision-Making Skills: Capable of offering clear options and actionable solutions, ensuring both tutors and parents feel supported and empowered
• Flexibility: Ability to adapt to high ticket volumes, shifting priorities, and remote work dynamics

Responsibilities

• Manage escalations from the AI bot, including billing disputes, subscription cancellations, privacy concerns, and safety issues
• Handle high-stakes customer interactions, ensuring positive outcomes that strengthen the parent’s trust in Dojo Tutor
• Process complex subscription changes, such as billing adjustments, class frequency updates, or tutor reassignments due to feedback or resignations
• Oversee critical financial matters, including refund requests over $90, subscription cancellations, and dispute resolution, ensuring timely follow-up
• Act as a subject matter expert, providing support to the AI bot and frontline agents, and contributing to product updates and training sessions
• Assist in triaging tickets from the AI bot to maintain prompt resolutions, and step in during high-ticket volume or crises
• Collaborate with product, engineering, and operations teams by gathering technical feedback, creating reports, and participating in testing new features
• Escalate unresolved technical issues to the Core team and ensure thorough completion of Asana tickets

Preferred Qualifications

• Experience with tools like Zendesk, Zoom, and Stripe is preferred
• You thrive in fast-paced environments and enjoy solving complex, high-stakes customer issues with empathy and precision
• You have a knack for de-escalating tense situations and building trust with both parents and tutors through clear, thoughtful communication
• You’re excited about experiments that change the way we do things and can do it all: emails, live chat, sms, and calls when needed
• You’re adaptable and can handle shifting priorities, high ticket volumes, and remote work dynamics with ease

Benefits

We are a distributed company, so we hire regardless of location, as long as you are willing to have significant hours overlap with one of the Americas time zones