Junior Customer Experience Specialist
- Posted 1 month ago – Accepting applications
As a Mystery.org Customer Experience Specialist, you will be helping elementary teachers, administrators, and parents succeed at using Mystery Science and our other products. We’re looking for an empathetic, efficient problem solver who loves to make people’s day.
Empathetic, passionate support-people love working at Mystery.org, because our elementary teacher and homeschool customers are raving fans of our product, and because ours is a company where customer issues get solved at the root, and quickly, so support is less about apologizing, and more about saying, yes we can! Our customer experience specialists work remotely; our core group has been with us for two years, and we’ve added six new people between the of Fall 2019 and the spring of 2020. As we hire to support our growth, we make sure we maintain the culture that makes this an engaged, positive team.
Our Junior Customer Experience Specialists will focus on helping customers with questions about our content, finding the right lessons and activities, and other typical support requests. This is a great opportunity for empathetic, energetic people who want to grow with us as we scale to help us reach millions of children at school and at home.
You will report to Erick Casanova, one of our Customer Experience Managers. Although we are headquartered in San Francisco, this position is fully remote and open to US-based candidates. We currently have openings for 8:00 am-4:00 pm shifts, Eastern and Pacific Time.About You
- Do you love people and find satisfaction in delighting customers by solving their problems, and caring for them in a friendly, fun and professional way?
- Are you a strong, empathetic, friendly communicator-both verbally (via phone or Zoom), and in writing (via email or chat)?
- Do you enjoy jumping on calls with prospective and new customers to help them understand our product?
- Are you technologically inclined and eager to learn systems that allow you to manage a high volume of different requests?
- Do you approach problems with curiosity, critical thinking, and an eye for optimization to move fast while maintaining meticulous attention to each important detail?
- Do you enjoy the stability of a set routine and knowing what primary tasks you need to master so you can replicate them successfully, but welcome a sparkle of variety and regularly learning new things? -Our ticket types change along with the seasonal needs of the teachers and administrators we support.
- Are you able to work from your home office? -To do well in this remote role, you'll need to have a dedicated, quiet work area with reliable, high-speed internet.
- Are you uniquely motivated by our mission?
If you answered yes to these questions, read on!Day-to-day
As a Junior Customer Experience Specialist, your primary focus will be offering live support for our customers. We respond to customer inquiries via email, phone, and the occasional Zoom, and we may be adding live chat in the near future. Our customers come to us with a wide range of questions, from what lesson to teach next, to how to troubleshoot video issues. Although you will be primarily focused on content questions, you will need to become familiar with other areas (membership levels, purchase orders, district partnerships) so you can take care of simple requests or redirect them appropriately.
In your daily work, you’ll be using a wide range of systems: Zendesk, Slack, Asana, Zoom, in addition to the Google suite and our in-house CRM and content management system.
When you join, we’ll train you on all aspects of this job: we’ve got a robust wiki with training resources and best practices, in addition to a seasoned team eager to help you get up-to-speed.
This is an opportunity to help more kids stay curious and become the next generation of problem solvers. We meet daily via Zoom as a team, and have weekly company-wide town halls. Plus, we all get together near our San Francisco office for our semi-annual offsites and will resume this practice once it is safe to do so.About Mystery.org
At Mystery.org, we believe it’s important that children stay curious as they grow up. We will ensure that the next generation sees it’s an amazing world we live in, full of possibility and wonder — and that they learn how to figure things out for themselves.
We’re doing this by building the missing internet for children. Our first tool was created for children to use in the classroom. We have teachers signed up from 89% of elementary schools in the U.S. and now 50% of schools use us every month. We’ve created one of the fastest-growing learning resources and a brand that is loved by children. Now, we’re developing a new version of our product for parents and children to use at home.
For three years running, our sales have doubled. We’ve exceeded $10M in annual recurring revenue and are growing quickly.
When we talk about “the missing internet for children,” we intend to give children an experience that grownups take for granted: the ability to instantly explore anything they wonder about. Most adults don't realize how inaccessible knowledge is to children. For their first ten years of life, any time a child wonders something all they can do is ask grownups: parents at home and teachers at school. There are 1 billion children in the world today, and we’re making it possible for them to explore their questions, wherever they are. Over the past decade, grownups have been given this superpower but children have been left behind. So we're collecting every question children ask and creating video explanations for all of them. We think this will be the most important learning tool ever created.Meet The Team
On your first day at Mystery.org, you’ll meet a group of 50 people who are passionate about learning and who each love their respective crafts. Our co-founder, Doug Peltz, began by assembling a team of the best explainers in the world from the Exploratorium, Klutz, Stanford, the Field Museum, and leading private schools. Our CEO, Keith Schacht, followed this by building a team of strong product engineers and designers. Keith was previously at Facebook as the product manager for News Feed and Messenger.
We have a strong focus on people that extends to every area of the company. We’re building the team that we want to work with.
The team at Mystery.org believes in the power of diversity and we hope you do too! We welcome applicants from all backgrounds and encourage members of underrepresented communities to apply.Inspired?
If you are inspired by our mission and passionate about helping teachers succeed and transforming science education for kids, we’d like to hear from you!