Learning Partner (Customer Success Specialist)

About ClassUp

As a leading education technology platform, we at ClassUp believe every child has potential. That's why we created 1:1 online classes to ensure students get the personalized attention they deserve. We leverage advanced technology to make premium education accessible. Our goal is to build a child's confidence and inspire a lifelong passion for learning. Founded by Princeton alums, ClassUp's team consists of educators from world-renowned universities who aspire to create engaging and effective learning experiences for students of all levels.

About the Role

We are looking for a full-time Learning Partner (Customer Success Specialist) that wants to be a part of our success! Our Learning Partner ensures delivery of excellent customer service while maintaining solid customer relationships. We accomplish this by handling customer questions and concerns with speed and professionalism. You will not be involved in sales or any cold calls.

Responsibilities:

• Work with other departments when necessary as client advocates to ensure resolution.
• Serve as an initial point of contact for our customers (parents & students), professionally handle requests via phone, email or internal IT tools, ensuring that issues are resolved both promptly and thoroughly.
• Provide quality support in the areas of handling questions, troubleshooting, and account assistance.
• Recognize opportunities for process improvement and product improvement, and provide input.
• Escalate issues that cannot be immediately resolved and proactively provide updates to customers on open cases.

Qualifications:

• 3+ years customer support experience in a technology/education/internet/service field.
• 3+ years’ experience with inbound/outbound calls.
• Excellent verbal and written communication skills.
• Ability to communicate and develop relationships with customers.