Customer Operations Specialist at Pathrise
What you'll do:
- Managing our JIRA ticketing system to address requests from fellows, alumni, and mentors
- Meeting or exceeding customer support SLAs and maintaining high CSAT
- Owning all withdrawal requests, coordinating with fellows and mentors to determine fair withdrawal fees that optimize financial return while maximizing customer satisfaction
- Overseeing the withdrawal fee payment collection process
- Evaluating and resolving requests from placed fellows for discounted payments
- Answering questions from fellows and alumni about the payment process
- Leading group graduation sessions with fellows when they are placed
- Coordinating administrative processes such as sending and tracking contract addendums for fellows (e.g. program breaks, contract extensions, etc.)
- Onboarding part-time industry mentors and serving as their primary point of contact for operational processes and questions
- Collecting feedback via surveys and calls from fellows, alumni, and mentors
- Streamlining processes to optimize efficiency and customer satisfaction
Qualifications:
Required:
- 1-2 years of experience in customer support or another customer facing role
- Passion for the Pathrise mission and for creating a positive customer experience
- Strong verbal and written communication skills
- High conscientiousness and exceptional organizational skills with low error rate
- Strong de-escalation skills and intuition for driving alignment with customers
- Ability to work collaboratively, autonomously, and manage ambiguity
Preferred:
- Experience in a startup or similar work environment
- Experience with JIRA Service Desk or another help desk system (e.g. ZenDesk)
- JIRA admin background or willingness to learn is a big plus
Benefits:
- $50,000 – 56,000/year base (contingent on experience)
- Fully remote with company sponsored trips to yearly company events (Lake Tahoe in 2021, we're headed to Denver in 2022!)
- Medical, Dental & Vision benefits
- Twice-yearly Performance Bonuses
- Unlimited PTO and flexible working hours
- Professional Development & Wellness Stipends
- WFH office stipend
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