What is the role?
As a Product Support Associate, you will delight our Creators by providing solutions to customer issues, and acting as a liaison between internal teams and customers. You’ll be part of a best-in-class support organization that has a unique position in being able to work directly with our Creators and help scaffold their online businesses to new heights.
This is a work-from-home position based in the United States.
What You'll Do:
- Provide a world-class customer experience by efficiently and enthusiastically delivering solutions to creators, and empowering them to get the most out of the Teachable platform
- Become an expert on the functionality and capabilities of the Teachable platform, and stay up to date on our rapidly evolving product offering
- Drive business goals by consistently meeting/exceeding individual and team KPIs, and demonstrating a sense of urgency in communicating with our creators
- Collaborate cross-departmentally by reporting customer feedback and insights to our marketing, product and engineering teams
- Iterate on our internal team processes as the Teachable product continues to evolve
What We're Looking For:
- 2+ years providing high-volume email/live chat support, preferably in SaaS
- Effective written and verbal communication skills: you are comfortable translating complex concepts to non-technical audiences
- Emotional intelligence and an empathetic inclination to understand what the customer is saying versus what they mean
- Curiosity for learning - you enjoy taking on new challenges and are able to quickly distill learnings in a fast-paced environment to best support our Creators and teams.
- High level of technical aptitude; the ability to pick up new technologies quickly and explain complex concepts simply
Extra Credit:
- Working knowledge and experience using helpdesk tools such as Zendesk, Salesforce, Intercom or similar
- Prior experience with technical troubleshooting
- Passionate about both teaching and learning
- Results driven: If you see something that can be done differently, you take action, and advocate on behalf of our creators
Additional Details:
At Teachable, we are committed to providing fair and competitive pay (using market data to inform our pay bands), rewarding high performance, and ensuring all employees have the opportunity and ability to impact Teachable’s overall company value. Base salaries will be reviewed at regular intervals throughout the year, typically following performance review cycles currently conducted bi-annually or in conjunction with a promotion.
- This role is open to remote candidates in the U.S.
- Applicants must be currently authorized to work in the United States on a full-time basis.
- This is a full time, non-exempt position.
- Our product support team operates seven days a week, 365 days a year, from 8 a.m. to 9 p.m. EST.
- Evening, weekend and holiday availability is required. You’ll be assigned a specific shift. (8 hours per day / 40 hours per week).
- For this role, the hourly range is $23.00 to 25.50. Total compensation also includes a competitive benefits package and Restricted Stock Units (RSUs).
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