Responsibilities
- Be the first line of contact for members via email and ticketing system, providing timely, friendly, and helpful responses every day.
- Manage all communications via Intercom platform.
- Spot the difference between a quick fix and something that needs a deeper dive, escalating where appropriate to keep things moving smoothly.
- Keep a clear head and a clean inbox, staying organised across multiple tickets, deadlines, and internal priorities.
- Work closely with Customer Success team, Education Team, Production and other departments to resolve member issues quickly and efficiently.
- Contribute to FAQs, support documentation, and internal feedback loops to make improvements daily.
- Use Intercom to manage tickets (training provided if new to platform).
Requirements
- Excellent written communication skills and a calm, customer-first approach.
- Experience with Intercom or similar support platforms.
- Detail-oriented and takes pride in getting the small things right.
- Knows when to escalate and when to troubleshoot.
- Strong communicator working closely with customers and colleagues.
- Team player rallied around shared goals and helping others achieve them.
- Creative problem-solver who can think on their feet, solve problems, and identify opportunities.
- Tech-savvy with ability to quickly learn new apps and tools.
Work Arrangement
Remote (Country)
Additional Information
- Role based in North America to support West Coast working hours.
- Potential for role to progress into Customer Success scope depending on business needs or individual performance.
