🐞 CX Specialist (Remote) 🐞

CX · New York, New York
Department CX
Employment Type Full-Time
Minimum Experience Mid-level
Compensation $60,000 - $65,000

Designlab is looking for a talented customer experience specialist to help us expand our rapidly-growing online education platform. In this role,  you’ll be the first point of contact for people looking to navigate their student and mentor journeys with Designlab, providing support via email, phone and over chat. In addition, we are looking for someone who has a love of both data and process, and who will help our small but extremely capable customer experience team build world class systems in service of our mission.

We're a nimble, product-driven team focused on building the best experience in the world for creative skills training, and thousands of students across the globe have already advanced their skills and changed careers with our help.


Our mission is to empower creators to do the work they love, and this extends to our internal philosophy of how we work. Thanks to our best-in-class product with rave reviews, we’ve built a passionate community of students, mentors and alumni, and we’d like to expand our focus on admissions to hit our next level of scale.

 

The right candidate has a strong working knowledge of what makes a good customer experience and past experience to back it up. The ideal candidate is organized and self-directed, and can work well in an unstructured environment. The working days for this role are Sunday to Thursday.


Sounds like this could be you? Read on to apply!


Key Responsibilities

  • Provide world class service and support in a variety of areas to both students and mentors
  • Professionally and empathetically handle incoming phone and email requests from students and mentors
  • Ensure that issues are resolved both promptly and thoroughly
  • Anticipate student and mentor needs and address them in your communication to prevent the need for future contacts
  • Contribute towards building our community’s ability to serve themselves
  • Serve as an ambassador for the Designlab brand in all communications/interactions
  • Own various operational processes that allow for the smooth running of our platform and courses
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the student and mentor experience


The Successful Candidate Will:


Skills and abilities:

  • Passion for education, design, and creative work
  • Excited to create “wow” moments for customers
  • Exceptional verbal and written communication skills
  • Demonstrated passion for excellence in providing support to customers
  • Enthusiasm for learning new skills and creative problem-solving
  • Possesses a pleasant, patient, and friendly attitude
  • Strong organizational skills, work ethic, and attention to detail
  • Savvy with computers and technology including helpdesk software
  • Ability to work easily and quickly with data in order to build or improve effective processes
  • Excited about working on the future of education with a small, talented, mission-driven team


Essential Skills:

  • Working knowledge of Zendesk or similar software
  • Minimum 2 years experience in a customer facing role
  • Exceptional English language skills for both written and spoken communication


Perks

  • Competitive salary and equity compensation
  • Team is 100% remote, work where you want
  • Generous paid vacation policy
  • Health & dental benefits
  • Choose your own Mac setup
  • Work with a talented, mission-driven team on a product that’s innovating in the online education space with thousands of paying customers around the world


Next Steps

Apply using the "Apply for this job" button


We’ll contact you to let you know whether we’re moving forward with your application within two weeks of receiving it.


At Designlab, we know that building a diverse, equitable and inclusive team empowers our community to achieve beyond the ordinary. We are committed to celebrating our differences as they are core to ensuring that our journey is both unique and powerful.



Thank You

Your application was submitted successfully.

  • Location
    New York, New York
  • Department
    CX
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level
  • Compensation
    $60,000 - $65,000