Customer Support Specialist

This is a hybrid position. It requires 2x a week (Wednesdays and Thursdays) in our downtown Chicago office, and three days remote.

Who We Are

Elevate K-12 is changing the way classrooms work through live, online, real-time instruction to K-12 schools. Our two main focuses are to give students the best quality instructors and get them ready for the world of the future and to give instructors, especially women, work opportunities, irrespective of zip codes. We are the new way to classroom!

What We Offer

• Competitive Compensation Offering

• Unlimited PTO & 12 Company Paid Holidays
• Strong High-Performance Based Culture with High Growth Potential
• Team Focused Culture - Team Events, Outings, Happy Hours & Recognition
• Full Benefits - Medical, Dental & Vision / 401k Plan
• Our Team of Elevaters are: Problem Solvers, Passionate, Motivated, Thirsty for Knowledge & Mission Driven

What You Will Be Doing - Customer Support Specialist

We are seeking a Customer Support Specialist to manage a new set of offline support channels to help ensure client satisfaction and retention. This role will report to the Customer Support Manager and will be responsible for partnering with the support and field operations teams to help ensure the success of all programs, deliver important customer satisfaction goals, and improve customer support operations.

We have an incredible mission, team and brand at Elevate K-12, and we're getting better every day. We have achieved an extraordinary product/market fit and have entered an exponential growth stage of the company. If all of this sounds exciting to you - we want to hear from you!

• Oversight of all offline support channels (email, phone, support portal + live chat) for a specific segment of customers (New Business, Renewals, or Strategic Accounts) to make sure our customers are supported during the entire customer journey within set response and resolution times
• Follow up on open customer conversations that occurred during live sessions and facilitate a resolution, working with internal teams as needed
• Help to track and monitor all client escalations in order to mitigate client issues and improve overall client satisfaction
• Step into client escalations happening during live sessions when needed to help diffuse issues
• Escalate urgent issues as appropriate and partner closely with internal departments to mitigate client issues

• Partner with our Regional Operations team to help nurture client relationships, report on client issues, and offer white glove support to our bigger clients
• User the customer support data we're collecting to help identify trending issues, give context to team data reports, and make sure that we are giving a holistic view of the customer experience
• Work closely with Customer Support Managers and Director of Customer Excellence to improve processes and operations within our growing department
• Partner with India based operations team to ensure accurate capturing of data and information, and support them during client-facing interactions
• Communicate with teachers, classroom coaches, academic coaches and school/district POCs to ensure programs are running smoothly, and help build strong relationships with internal and external customers

• Be an integral part of a quickly growing team that is working to increase customer excellence/obsession through their Elevate experience

Who You Are - Customer Support Specialist

• 2+ years of experience in customer service/customer support

• Bachelor's degree required
• Experience working through multiple customer channels (phone, email, and live chat) is preferred
• Experience working with customer experience data and analytics is a plus
• Experience in high-growth start-up, highly preferred
• Strong business acumen

• Excellent communication and problem-solving skills
• Proven strategic and agile thinker with an operations focus and commitment to continuous improvement

Why Join Our Story

Elevate K-12 is tasked with an important mission: change the way K-12 classrooms and teaching work. Our organization is a radically open-minded company that is scaling fast. We are a team focused on high performance, dynamism and embodying a collaborative culture at all levels. Our teammates are able to have open, honest discussions that drive us toward our mission. Elevate K-12 is in a stage of hyper growth that will continue to open up new challenges and opportunities for our team.

We are an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, color, religion, gender (including gender identity, gender expression, change of sex, and transgender status), sexual orientation, national origin, ancestry, age, military or veteran status, physical or mental disability, medical condition, pregnancy, marital status, genetic information, or any other characteristic protected by applicable law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request.