Cx Support Specialist

Summary

Join ClassDojo as a CX Support Specialist and provide advanced support to tutors and families on our flexible tutoring platform, Dojo Tutor. You will act as a Subject Matter Expert (SME) for CX Support Agents, optimizing our AI Bot, Decagon, through quality assurance and continuous improvement. Key responsibilities include troubleshooting technical issues, handling complex subscription problems, conducting quality audits of Decagon, and writing Help Center articles. This role requires at least 4 years of experience in technical support and customer experience, excellent communication and technical expertise, a commitment to continuous improvement, strong operational efficiency, and strong leadership skills. The ideal candidate is a proactive problem-solver passionate about improving customer experiences and contributing to Dojo Tutor's mission.

Requirements

• At least 4 years of experience in Technical support, troubleshooting, and customer experience, ideally in Edtech or with startups
• Excellent communication and technical expertise: Must have expert-level communication skills, verbal and written, to explain technical resolutions in a way that is accessible and helpful to tutors, even if they aren’t tech-savvy. Can identify proactive solutions that prevent future problems and improve overall tutor satisfaction
• Accountability to continuous improvement: Must be committed to providing high-quality support by continuously improving performance and identifying areas where escalations can be minimized. Ensure tutors receive the highest level of support when issues are escalated, reinforcing the company’s commitment to their success and satisfaction
• Operational efficiency and ticket triage: Have a strong ability to manage daily operations by seamlessly triaging tickets, ensuring that Service Level metrics are consistently met. Must prioritize and allocate tickets appropriately, making sure tutors’ concerns are addressed promptly. Has the ability to keep track of high-volume inquiries and direct them to the right channels allowing for efficient ticket resolution and prompt responses
• Strong leadership skills: Have the ability to step up and take charge when necessary, guiding the team and providing direction in resolving urgent operational issues

Responsibilities

• Provide advanced troubleshooting and collaborate with engineering to resolve technical issues
• Act as a Subject Matter Expert (SME) to guide the CX Support Agent and assist with training and product updates
• Handle complex subscription issues, including billing adjustments, class frequency changes, and tutor reassignments
• Conduct quality audits of Decagon’s performance and provide actionable feedback for improvement
• Write and update Help Center articles and AI bot snippet commands to enhance Decagon’s capabilities
• Monitor and report on Decagon’s performance metrics, including accuracy and user feedback, to internal stakeholders
• Flag trending technical issues, quality concerns, and policy violations to relevant teams for resolution
• Support tutor attendance and reliability management, ensuring policy violations are addressed promptly
• Resolve scheduling conflicts and handle backend tasks related to tutor availability, resignations, and reassignments
• Provide real-time support during high ticket volume or crises, such as system outages or natural disasters

Preferred Qualifications

• You have experience in both technical support and customer experience, with a knack for resolving complex issues and optimizing AI-driven tools like chatbots
• You’re a proactive problem-solver with excellent communication skills, able to explain technical solutions clearly and empathetically to non-technical users
• You thrive in fast-paced environments, managing high ticket volumes, prioritizing effectively, and ensuring timely resolutions while maintaining high customer satisfaction
• You’re passionate about improving customer experiences and contributing to Dojo Tutor’s mission of providing every child with an education they love

Benefits

#LI-Remote