Senior Customer Support Representative at Juni Learning (Remote)

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Are you passionate about helping future pioneers find their path, and inspiring the next generation of engineers, designers, and builders? Juni is a massively distributed university for kids, starting with Computer Science. We bring the best instructors, curriculum and platform to students around the world who want to prepare for the future. Juni is backed by Y Combinator and angel investors including Arielle Zuckerberg, and the company was recently featured in Forbes, Fortune, and TechCrunch. Our team was founded by two Stanford alumni and ex-Googlers, and is headquartered in San Francisco.

We are hiring a full-time Senior Customer Support Representative to help us reach more students and families worldwide. We’re looking for amazing folks who love supporting customers throughout their lifecycle and are excited about our mission. 

Responsibilities

  • Own end-to-end touchpoints with the customer starting from onboarding, and improving every engagement they have with Juni.
  • Call, text and email customers to help them with everything from rescheduling classes to technical troubleshooting and billing.
  • Address class scheduling questions quickly and ensure live classes are running smoothly for dozens of students at once.
  • Proactively flag issues, run down tickets to satisfactory completion, and escalate issues as necessary. 
  • Serve as a counselor and trusted expert in the field who partners with parents and students to help them succeed.

Qualifications

  • 3-5 years experience preferred in a client services role (phone and email outreach) working with SaaS, education, or online consumer products.
  • Availability for evening PST and weekend shifts
  • Focused on hitting weekly and monthly targets with a demonstrated track record. Estimated 5-10 calls per day, 30+ emails per day.
  • Strong ethical and honest approach.
  • Excellent written and verbal communication skills; organized and detail-oriented. You love spreadsheets and checking off items in a todo list.
  • Self-driven to manage your own work and results with high standards.
  • Openness to change, and quick to adapt to new systems.
  • Located in the US, work authorization in the US.
  • At least 6 months of remote work experience, high speed internet, access to a Mac or PC for work, and a quiet workspace.
  • Competitive hourly compensation with benefits including health, dental, and vision insurance, and access to a 401(k) plan.

ABOUT JUNI

Juni Learning makes a real mark on the world. Founded in 2017 by Stanford graduates and Google alumni, Juni is an online learning experience where kids 7-18 years old can learn real-world skills and solve real-world problems. Juni’s 10,000+ students focus on critical STEAM topics, like coding, investing, math, and more. With an extensive curriculum and various course formats, Juni Learning prepares students for the future and inspires the leaders of tomorrow. No matter who they are or how they learn, every student at Juni gets a chance to make their own mark on the world. Juni is backed by Forerunner Ventures, Index Ventures, and Y Combinator and the company is headquartered in San Francisco.

CORE VALUES

Long-Term Optimists. 🌎
We believe there is a better future for kid’s education. We know that tackling a broken system will not be easy. It will not happen fast. But it will be worth it. We always keep our eye towards a better future for the next generation. That means we dream in years, not days. We focus on the forest, not the trees. And in all the decisions we make, we keep children and their futures at the center of it all.

Impact Over Everything.💥
At Juni, we believe success is measured by impact, not by the quantity of output. Tackling a systemic problem, like education, will not be successful with incremental change. For this reason, we stop low impact work to focus on bigger swings that will move the needle in a big way. If the outcome is not what we hoped for, we praise the effort, learn from it, and focus on the next big swing. Trying and failing is better than doing nothing.

Data. Data. Data -- and some intuition. 📈 
We make decisions purposefully, leveraging the data we have available to us. There will be times that we need to make decisions without a full data picture. In those moments, it's important to trust our gut and experience.

Extreme Ownership 💪
We are a small yet mighty team. No task is too small or too big. This means you can drive real change in your role. We are scrappy and frugal where we need to be, and we use the resources we have to build something great. This is all because we take pride in, and are passionate about, the change we are making in the world.

Transparent, Humble Collaboration. 🤝
We pride ourselves as underdogs who are tackling a massive challenge. We know we can’t do it alone and have so much to learn from our teammates. We work together with directness, openness, active listening, and respect. We believe that being challenged is part of what makes teams and companies great, so we are not afraid of debate and love building on each other's ideas. 

More Information on Juni Learning
Juni Learning operates in the Edtech industry. The company is located in San Francisco, CA. Juni Learning was founded in 2017. It has 648 total employees. To see all 4 open jobs at Juni Learning, click here.
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