Customer Support Lead at School of Motion

Expertmap; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

Join an innovative company that is redefining online education as a Customer Support Lead. In this fully remote role, you'll be at the forefront of helping students navigate their learning journey, ensuring they receive the best support possible. With a flexible schedule, you'll work closely with a passionate team, creating and updating resources that empower both students and staff. Your experience in remote chat support will be invaluable as you lead initiatives to enhance the student experience. If you are empathetic, proactive, and excited to make a difference in the education space, this role is perfect for you.

Benefits

100% health insurance coverage

Flexible time-off policy

401K plan after one year

Casual work environment

Domestic travel for retreats

Qualifications

• 2+ years of remote chat support experience using tools like Intercom or Zendesk.
• Experience in a fully remote environment and team leadership.

Responsibilities

• Assist students with enrollment needs and provide support.
• Create and update SOPs, macros, and FAQs for the support team.

Skills

Remote chat support experience

Excellent communication skills

Empathy and proactivity

Account Management

B2B sales experience

Tools

Intercom

Zendesk

Job description

Customer Support Lead at School of Motion

School of Motion is looking for a Fully Remote Customer Support Lead to champion our students and community members.

School of Motion is looking to add a Customer Support Lead to our growing team. This is a role in a fast-moving, tech-enabled company that will require you to be an excellent communicator, help highlight our students, and build out the best support team that any online school has ever seen.

The primary responsibilities for this position include:

• Assisting students with enrollment needs such as transferring, deferring, invoice creation, or certificate of completion
• Helping students decide which of our courses to take
• Being the liaison between our students and the rest of our team
• Creating and updating SOPs, macros, and FAQs for the support team
• Working with businesses to provide custom enrollments and pricing

The right person for this role will be eager to dive right into a busy team and won’t mind rolling up their sleeves. We’re a small company, and everyone wears a few hats.

To succeed in this role, you must:

• Live in the United States full time and be able to generally work East Coast hours
• Have at least 2 years of remote chat support experience using Intercom, Zendesk, or similar tool
• Have an understanding of mission-driven, community-first companies
• Be able to quickly research, understand, and explain new information
• Be comfortable providing instructions to students about our platform and communicate bugs and feature requests to our development team.
• Have been a team leader or have experience with hiring and training
• Be nice, empathetic, and proactive.
• Account Management or B2B sales experience
• Work experience in a fully remote environment

Schedule:

We have a flexible work schedule at School of Motion — the company runs on a standard Monday through Friday/ET schedule; however, employees are not required to be at their workstation from 9 to 5 each and every day. We ask that our employees maintain a work schedule appropriate for themselves and their respective teams, as well as take time off as needed.

Application Requirements:

• Include a link to your LinkedIn profile
• Write us a letter that includes the following:
  • In what ways do you embody the School of Motion values?
  • Include some information on something you’re currently excited about learning, and how you’re learning it.
  • What are two different ways that Zendesk or Intercom chat support make customer support requests efficient?
  • Explain exactly how to assemble the infamous Ikea Malm Dresser
  • Include a screenshot of your internet speed

About School of Motion:

At School of Motion, we’re trying to reinvent the way students learn online by combining the best parts of a traditional brick-and-mortar school with technology that allows our students to receive elite Motion Design training from anywhere in the world.

Our Core Values:

Our core values embody our team dynamic and our voice. We are rebellious, helpful, effective, playful, and curious.

Compensation and Benefits:

$40,000-$55,000, depending on experience

We have some great benefits:

• 100% health insurance coverage for you, and a portion for your spouse and children
• Flexible time-off policy
• 401K plan after one year of employment
• Casual work environment
• Domestic travel at least once per year for company retreats and industry conferences

School of Motion is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind.