Customer Support & Operations Specialist

At College Essay Guy, our goal is to bring more ease, purpose, and joy to the college application process. Our company values include deep care, practicality, insight, vulnerability, expertise, equity, community, and craft. We practice these values within our team and as we interact with others in the industry. As a part of our mission to increase access to college and higher education, we offer free, pay-what-you-can, and paid services to students of all backgrounds.

We’re looking to hire the next customer support and operations wizard to join our team.

As a core part of CEG’s operations team, you will be on the front lines of any interactions with students, parents and counselors who use our website, courses, and services. You’re also the first friendly touchpoint for users who might get locked out of their account, need help finding a specific resource or getting a refund, asking about working with us one-on-one, or just want to say “Thanks!” and share a heart-felt testimonial. (We love those.)

You’ll bring exceptional customer service skills, creative problem solving abilities and an excitement to contribute to and have a big impact in a small but growing team of like-minded individuals—who are the backbone of College Essay Guy.

Customer Support: Handle incoming support volume across multiple contact points (mostly email) for all of our products within 1-2 business days, including:

• Online course account support ranging from logging in to navigating content, links and session recordings
• Creating and maintaining support documentation such as our public FAQs, and internal support documentation
• Pay-what-you-can requests
• Creating reports and communicating important information with leadership and the team
• The occasional Zoom or phone call as necessary for more complicated issues
• Billing and purchase issues and questions
• Answering questions about our suite of online products
• General site questions or helping users find the resource they are looking for (we pretty much always have one)

Operations: Backend support for College Essay Guy. Supporting the Online Operations team on projects operational/marketing projects including:

• Assisting our operations team in serving our 1:1 consulting families along the customer journey
• Other projects, as needed
• Creating and launching live courses & events
• Marketing initiatives and projects
• Maintaining our internal student and team Google Drive folder
• Community management

Needed:

• At least 2 years experience in a customer support and/or digital operations role.
• Comfortable working on their own and taking initiative in a growing, horizontal company.
• We are an education-based platform and so we require strong written and verbal communication skills.
• A fast learner who can juggle prioritizing their time and manage several roles and responsibilities, is a fantastic and proactive problem solver, and is detail-oriented and has strong organization skills

Preferred Qualifications:

• Basic knowledge of the college application process or college list building is a bonus, but not required
• Familiarity with various online platforms such as HelpScout, Zoom, Stripe, Loom, and more.
• Experience working remotely with a team.

• Working with a pretty cool team (we like to think so)
• Attendance to professional development opportunities and annual team-building retreats and events
• Salary range: $40K-50K a year
• This position is 100% remote. We're aiming for an August 1st start date, but flexible for the right person.
• Flexible PTO and sick days, health benefit stipend

Does this role look like a fit? We’d love to hear from you!

Please apply through this Google Form.

Email Ashley at [email protected] with any questions. Emailed resumes or applications will not be considered. If we find that you’re the right fit, we’ll be in touch via email with next steps.

College Essay Guy is an equal opportunity employer that seeks to hire those representative of the diverse communities we serve. All are encouraged to apply.