Customer Support Specialist

Remote

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Pathrise

Pathrise is an online program for tech professionals that provides 1-on-1 mentorship, training and advice to help you land your next job. On top of that, we're built around aligned incentives.

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What is Pathrise?Pathrise (YC W18) is an online program for tech professionals that provides 1-on-1 mentorship, training and advice to help anyone land their next job. On top of that, we're built around aligned incentives. Fellows only pay when they get hired and start working at a job first.
Every day we are expanding our team and our services, and we're looking for individuals who are ready to jump into a new role with us. We are a flourishing team and we really enjoy working together to improve our fellows chances of getting the jobs of their dreams!  If this sounds like something you'd be interested in, we’d like the opportunity to get to know you more.
Our MissionWe seek to uplift job seekers in their careers and help them fulfill their hopes, ambitions, and livelihoods. Read more about why we’re driven to do this in our manifesto.
The RoleIn addition to fostering career growth for individuals, Pathrise has 3x YoY growth with a 98% placement rate and with expanding tracks in various industries. With over 1,000 fellows placed everywhere from Facebook to Google, Microsoft, Amazon, Uber and startups, our scope and team are growing rapidly!
We’re looking to hire a new member of our program team to own customer support for alumni, fellows, and mentors. This role is perfect for you if you are passionate about Pathrise’s mission and thrive in support roles that combine a customer service mindset with strong operational savvy. In this role, you will be responsible for resolving issues, collecting feedback, and managing core program operations efficiently to drive a positive customer experience and strengthen the Pathrise brand.

Responsibilities

  • 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

Required Qualifications

  • 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 Qualifications

  • 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

  • 100% remote work now and in the future!
  • Compensation of $40,000 - 56,000/year, contingent upon experience
  • Unlimited PTO and flexible working hours
  • Meaningful equity
  • Great health, dental and vision benefits
  • Twice-yearly performance bonuses
  • Professional development stipends
  • Bi-annual team building offsites and monthly virtual happy hours
Pathrise is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Pathrise does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Pathrise also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Pathrise will also consider for employment qualified applicants with arrest and conviction records.
If you are also interested in the fellowship, please apply here: https://www.pathrise.com/apply.
Job region(s): Worldwide/Anywhere
Job stats:  34  12  1
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