Seasonal Customer Support Specialist II

Summary

Join PartnerHero's Customer Support Team as a remote, permanent employee! Provide excellent omnichannel customer support via email, chat, and phone, resolving customer issues and creating insightful reports. You'll need 1+ year of technical support experience, advanced English (C2), and strong communication and problem-solving skills. PartnerHero offers competitive compensation, attractive benefits (medical, dental, vision), paid sabbatical leave, training opportunities, and a supportive culture focused on growth and inclusion. We match your skills and interests with various industry partners, offering career development opportunities regardless of your experience level. The role involves handling various tasks, including scheduling, rescheduling, and canceling classes, updating tutor information, and escalating technical or safety issues.

Requirements

• 1+ year of technical support experience: Preferably supporting customers via email, phone and chat
• Advanced (C2) English Level; written and spoken
• Highly organized and detail-oriented individual who is capable of managing multiple tasks and priorities
• Excellent time management, procedural documentation skills, organizational skills, communication skills, and customer care skills
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment – must be adaptable
• Strong conflict resolution skills
• Ability to properly understand and convey tone via spoken and written communications
• Creative problem-solving skills

Responsibilities

• Provide excellent, friendly, and positive customer support via email, chat, and/or phone
• Help customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
• Analyze recurring customer issues and create insight reports to help our partners make their businesses better
• Respond to customer inquiries with empathy and attentiveness
• Complete your tasks with less direction and make educated decisions about your work as needed
• Follow workflows independently and prioritize the tasks assigned to you based on urgency and importance
• Provide class schedule and other details
• Reschedule/Re-assign/Cancel classes if the tutor is not available to take the class for the day
• Resend assessment link
• Send proper notification to tutors if their classes are canceled/rescheduled or if a new class is manually assigned to them
• Update tutor’s information: Phone number
• First and last name
• Grade level taught
• Subjects taught
• Availability
• Out-of-office days
• Assist tutor in troubleshooting Zoom sign-in issue
• Following internal escalation procedures as needed
• Immediately report any technical glitch to the Tier 2 team or Team Lead
• Flag any critical feedback from parents and tutors and escalate to the Tier 2 team or Team Lead
• Immediately escalate any privacy and safety issues

Benefits

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development