What you will be doing
Act as an ambassador of our brand and maintain our excellent reputation. It’s a big responsibility but also a very rewarding one!
Correspond daily with our existing and prospective members across multiple channels, educate them on the benefits of our products, answer their questions and solve their problems.
Communicate and collaborate effectively with other teams to relay customer needs, maximize retention and growth, and communicate learnings.
Work with the development and editorial teams to improve our product offerings and the user experience of the platform.
Be consistently hitting and exceeding your customer experience goals.
Help shape internal processes that directly impact engagement and improve our KPIs.
Update our internal knowledge base and contribute to department initiatives around knowledge sharing.
Work closely with the Growth and Product teams to reduce churn and strengthen retention at every stage of each customer’s journey.
Become our virtual face and often the first point of contact that people have with our community. So, you will be an essential part of our team—someone who directly helps our foundation grow further and further!
What we offer
A full-time, fully remote position with the world’s biggest online design school.
Regular video-based contact with your colleagues, and you will get to meet them in amazing locations on team trips 1–2 times a year.
The chance to impact the lives of tens of thousands of designers around the world and put smiles on their faces as you ease their learning journeys.
The opportunity to supercharge your collaboration skills and communication working across departments and geographies to deliver outstanding results.
Our focus is on creating a dynamic, positive, and supportive work environment where our team members can grow and thrive.
Opportunity to work independently without supervision and flexible schedules as long as deadlines are hit. Our company culture cultivates a feeling of camaraderie and a sense of belonging and direction.
A company culture of learning and excellence—coupled with care and respect. Your colleagues will support and help you learn, just like you’ll help them!
A competitive salary – we pay competitive salaries based on your location and local economy.
A home office allowance and a laptop to optimize your workspace.
5 weeks (25 days) of paid vacation per year to do whatever makes you happy, rested and fulfilled.
You have at least 2 years’ experience in providing email-based customer or similar client-facing experience.
You are a confident communicator who does not hesitate to ask questions, investigate, and share your findings with the team.
You’re an enthusiastic problem solver, keen to keep going until the issue is solved.
Your customer empathy comes through in your writing style and tone of voice and you’ve the ability to explain concepts clearly.
You’re comfortable adapting quickly and openly to changes, and keen to always learn and apply these insights to your work – with failures an inevitable part of your experiments.
You’re self-motivated & self-reliant with exceptional time management skills.
You are resilient and have the ability to bounce back when things aren’t going according to plan, providing solutions along the way.
You are based in the GMT-5 to GMT-2 time zones.
have experience with working remotely.
have an interest in online learning.
you are passionate about the customer’s experience and satisfaction.
are already a member of the Interaction Design Foundation.
How to Apply
To start your application as well as learn more about our Work Culture and Values please visit https://www.interaction-design.org/about/careers#open-positions
We Work Remotely: Customer Support Jobs