Learner Support Agent

Summary

Join Voxy's Learner Success Team as a Learner Success Representative and support learners in staying motivated and engaged throughout their course experience. You will manage various communication channels, assess learner needs, provide accurate information, handle complaints, and ensure resolution. This role requires 2+ years of customer support experience, proficiency in English, Portuguese, and Spanish, and excellent communication skills. A passion for language learning is essential. Voxy offers a competitive salary, bonus, stock options, great benefits, remote-friendly policies, professional development opportunities, and language classes. Work with a diverse, international team in a rewarding environment.

Requirements

• 2+ years experience as a customer support representative
• Proficiency in English, Portuguese and Spanish
• People person who exercises diplomacy, tact, and grace under pressure when working through customer issues
• Strong verbal and written communication skills, with a particular expertise in writing simply and concisely
• Has a passion for language-learning (to empathize with our learners!)

Responsibilities

• Manage large amounts of incoming emails, live chats, and phone calls
• Identify and assess learners’ needs (technical, pedagogical, and motivational, in nature)
• Correctly tag customer interactions
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle complaints and provide appropriate solutions and alternatives within time limits
• Follow up to ensure resolution
• Be supportive and encouraging throughout the learning process
• Be patient, amiable, and good listeners
• Engage them to participate and submit their ideas/feedback
• Be confident and proactive but not pushy

Preferred Qualifications

• Experience working in a growing business environment a plus
• Familiarity with Zendesk is a plus

Benefits

• Competitive salary, bonus, and stock options
• Great benefits: medical insurance, cell phone & wifi reimbursement, home office & wellness budget, team events
• Remote-friendly work policies
• Professional development budget
• Language classes w/ Voxy & Fluentify
• Work with an awesome international team of super bright, creative, talented, and passionate individuals based around the world