EdTech Customer Care Specialist

About the Role

We are searching for an EdTech Customer Care Specialist to manage complex customer service escalations from teachers, parents, and students, with a focus on resolving account-related issues such as access, account creation, and updates. This position demands strong written communication skills and occasionally phone support while working within strict SLA timelines using client systems like Salesforce CRM.

Job Responsibilities

• Deliver exceptional customer support as a subject matter expert on client policies and operational procedures to address inquiries effectively.
• Serve as the liaison between customer service operations, internal departments, and external vendors to resolve escalated cases and process exceptions.
• Communicate case updates and complex program policies clearly to diverse stakeholders including students, parents, guidance counselors, and admissions personnel.
• Manage high case volumes efficiently, ensuring timely investigation and closure of issues.
• Master multiple customer service and operational software systems required to handle escalated cases.
• Lead root cause analysis efforts and facilitate manual interventions or workarounds as necessary.
• Provide manual data entry support and assist with operational tasks across the division to achieve collective goals.
• Support special projects including customer outreach and provide regular operational status updates and insights on inquiry trends.
• Contribute to continuous improvement initiatives by identifying process enhancements and quality checkpoints based on customer feedback and complaint patterns.

Required Qualifications

• 3 to 5 years of experience managing complex customer service issues within a high-volume, SLA-driven environment.
• Proven track record in providing quality support and managing cases to successful resolution.
• Strong relationship-building abilities with both customers and internal teams having diverse priorities.
• Competence in analyzing qualitative and quantitative data to guide customer experience improvements.
• Adaptability to changing processes, tools, and operational requirements.
• Familiarity with Microsoft Word, Excel, PowerPoint, and Salesforce CRM platforms.

Additional Information

This role reports directly to the Director of Customer Care Services and requires working onsite within the United States under a contract employment arrangement.