Senior Support and Escalations Expert

Summary

Join ClassDojo, a leading education technology company, as a CX Senior Support & Escalations Expert. You will be responsible for managing escalations, driving team efficiency, and ensuring service excellence. As the Deputy Team Lead, you will oversee daily operations, resolve escalated concerns, monitor agent performance, and provide coaching. You will also identify trends in escalations and feedback to propose workflow improvements, partner with the Product team to support feature launches, and lead or support projects aligned with team goals. This role requires 5+ years of experience in EdTech customer service, strong problem-solving skills, and experience managing escalated cases. You will also need to be skilled in ticket triage, resource allocation, and performance coaching. This is a remote position with a focus on collaboration and proactive problem-solving.

Requirements

• Experience: You have 5+ years in EdTech customer service, with a focus on complex issue resolution via email and chat
• Leadership Skills: Proven ability to step into a leadership role, guide the team, and maintain high performance during the Team Lead’s absence
• Escalation Expertise: Strong problem-solving skills with experience managing escalated cases and delivering effective resolutions
• Operational Efficiency: Skilled in ticket triage and resource allocation to ensure SLA metrics and team productivity goals are met
• Performance Coaching: Ability to monitor agent performance, provide constructive feedback, and support team members in achieving their full potential
• Collaborative Mindset: Comfortable partnering with cross-functional teams, such as Product and Operations, to drive projects and improvements
• Proactive Problem-Solving: A proactive approach to identifying operational bottlenecks and implementing solutions to enhance team effectiveness
• Strong Communication: Exceptional communication skills to liaise with leadership, agents, and other stakeholders, ensuring clarity and alignment across teams

Responsibilities

• Serve as the team’s POC in the absence of the Team Lead, ensuring smooth daily operations
• Oversee daily ticket triage to prioritize inquiries and meet SLA metrics
• Resolve escalated concerns, critical feedback, and complex cases promptly
• Monitor CX Support agents’ performance and provide coaching to improve service quality
• Identify trends in escalations and feedback to propose workflow improvements
• Partner with the Product team to support feature launches and provide customer insights
• Lead or support projects and initiatives aligned with team goals and priorities
• Conduct quality checks on tickets and interactions to ensure high service standards
• Provide hands-on support during high-volume periods or urgent situations
• Partner with teams to refine manual operations, including payroll, scheduling, and subscription management

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 excel at managing escalations, resolving high-stakes customer issues with empathy, precision, and effective problem-solving
• You’re skilled in operational efficiency, prioritizing tickets, allocating resources, and meeting SLA metrics even during high-volume periods
• You have experience coaching and mentoring team members, providing constructive feedback to improve performance and service quality
• You thrive in a collaborative environment, partnering with cross-functional teams like Product and Operations to drive projects and improvements

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