Customer Experience Specialist - Edtech Industry (Remote USA) at Esme Learning

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Who We Are

Esme Learning is transforming the future of digital learning through AI. Leveraging over 15 years of cognitive research, Esme Learning courses deliver an immersive and collaborative executive learning experience with some of the best universities in the world.

Each course blends high-production-quality video, live simulations, interactive media, and small group exercises with top learning design principles. Through Esme Learning's rapidly growing portfolio of courses, executives gain technical skills and learn business best practices from experts across a wide range of frontier fields, including fintech, cybersecurity, health ventures and spacetech.

We're at the forefront of what's next for education.

Our Need
Esme Learning is looking for a Customer Experience Specialist to support our dynamic and fast-paced online collaborative learning business as we grow direct-to-consumer online education programs we've created with top-tier universities like University of Oxford, Cambridge, MIT, and more. You will help execute the CX strategy across the company to drive customer loyalty, engagement and value. You will engage with Esme Learning customers through our eCommerce platform to ensure an unparalleled, world-class customer experience for all customers of online courses. You are also someone who loves using consumer insights to solve interesting problems and improve the customer journey. In this role, you will have support from our internal Course Ops Success coaches and our call center specialists. You will report to the Customer Service Manager.

Key Responsibilities
  • Identify opportunities to engage our customers along their journey with the goal of elevating customer experience, increasing LTV and reducing churn
  • Work cross-functionally with Finance, Course Ops, and Sales teams to ensure the customer has contact with Esme every step of their journey
  • Respond to inbound customer inquiries, process questions, conduct proactive outreach to customers when appropriate across email, phone, and chatbot
  • Assist in training our chatbot with FAQs
  • Continuously evaluate potential new processes and technologies for improving overall customer experience and responsiveness across website, emails, course delivery, FAQs and more
  • Become a subject matter expert on 4 University Partners and the courses offered: professors, guest speakers and course details and (at least 3) CX platforms: Shopify, ZenDesk, Klaviyo, Hubspot and our platform
  • Collaborate with outsourced sales agent(s) in the call center. Troubleshoot customer issues brought forward by CX, call center or success coaches, working cross-functionally as needed with our Product and Marketing
  • Build and maintain our weekly reporting and dashboards for CX across internal and outsourced CX group

Location

Remote, with a strong preference for US East Coast

Requirements

  • Minimum of 2 - 5 years of experience in an omnichannel customer service position (keeping track of customer journeys and interacting with customers across channels and platforms)
  • Experience working with Zendesk and Shopify or similar platforms
  • Experience with other platforms like Klaviyo or Hubspot is a plus
  • Very strong written and oral communication skills, comfortable on calls with current and future customers
  • Strong analytical skills with the ability to generate meaningful and timely insights
  • Ability to work through ambiguous and subjective situations, including balancing operational efficiency with a sense of what is "right" for the Esme Learning customer
  • Innovative, scrappy, proactive, and resourceful
  • Sense of empathy and desire to delight every customer
  • Passionate about Esme Learning mission, you understand consumer trends in the space


Benefits

  • Health Insurance incl vision and dental
  • 401K
  • Stock options
  • Education Benefit to study WHATEVER course you want online
  • Unlimited PTO
  • Working with, and growing with an amazing team, in a high growth startup to transform online education


Esme Learning is an Equal Opportunity/Affirmative Action Employer
More Information on Esme Learning
Esme Learning operates in the Edtech industry. The company is located in Charleston, MA and Boston, MA. Esme Learning was founded in 2009. It has 116 total employees. To see all 2 open jobs at Esme Learning, click here.
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