CX Advisor

This is a fully remote position, open to applicants in California, +12 more states.

📋 Description

• Engage with students through calls, chats, texts, and emails, demonstrating empathy and outstanding customer service.

• Manage Tier II tickets and escalations according to assigned brands or verticals.

• Provide support for all brands within at least one vertical.

• Leverage AI-driven support tools to enhance response efficiency and deliver consistent, accurate information.

• Gather and organize student feedback and report product issues; communicate findings with CX management and stakeholders.

• Balance multiple deliverables and swiftly adjust focus to address the needs of both students and the business.

• Enhance skills on new and existing products or verticals.

• Share ideas and insights to improve the student experience.

⛳️ Requirements

• Minimum of 2 years in customer service or a related field.

• Willingness to work during weekends and/or evenings.

• Capability to manage calls, chats, emails, and texts from students for over 80% of your workday.

• Proficient in listening to and understanding individual student needs, de-escalating situations when necessary, and delivering effective solutions.

• Strong verbal and written communication skills, with attention to proper grammar.

• Ability to open a web browser and navigate multiple tabs at once.

• Excellent time management skills with the capacity to thrive in a fast-paced environment with competing deadlines.

• Reliability and dedication to being punctual for scheduled shifts.

• Essential: A suitable remote working setup with a stable internet connection and a quiet, distraction-free area for calls.

• Bilingual proficiency in Spanish is an advantage.

🏝️ Benefits

• Competitive total rewards package (base salary plus bonus/stock options, if applicable).

• 401k matching program.

• Comprehensive medical, dental, and vision benefits.

• Generous paid time off programs plus 19 paid holidays annually.

• Flexible work schedule.

• Wellness programs available.

• Complimentary parking.

• Weekly lunches, a fully stocked fridge, and a variety of snacks.

• Company events and activities including holiday celebrations, happy hours, and volunteer opportunities.

• #PursueGrowth Reimbursement ($600 per year for full-time employees).

• Free Roadside Assistance subscription.