At Togetherhood, we have cultivated a safe and secure community where children can explore diverse interests and discover their passions. We partner with top independent teaching artists and coaches across New York City, New Jersey, and soon, Philadelphia! These passionate educators are dedicated to both their craft and inspiring a love of learning in their students.
Our mission is simple: to infuse every community with high quality enrichment and education.
To help us on this journey, we're seeking a motivated Community Support Representative who will provide top-quality service to our enrichment providers, parents, and schools. To be successful in this role, you should be an excellent communicator capable of earning our customers' trust. Ultimately, you will be at the heart of establishing Togetherhood's reputation for outstanding customer support.
Responsibilities
- Become a subject matter expert on all things Togetherhood, staying informed about our programs and services.
- Deliver an exceptional, personalized service to Togetherhood enrichment providers and parents, ensuring each interaction leaves a lasting positive impression.
- Provide high-quality, timely support to customers via phone, email, text, and chat sessions across multiple platforms.
- Properly categorize all support tickets in the CRM system, maintaining organized and detailed records of each case to completion.
- Be the voice of the customer, advocating for their needs and concerns to improve their overall experience.
- Escalate issues appropriately and drive them to resolution, ensuring that every problem is addressed thoroughly and promptly.
Qualifications
- Minimum 2 years of experience in high-volume customer-facing roles.
- A genuine passion for helping people and fostering positive relationships.
- Outstanding written and verbal communication skills that enable clear and effective interactions with customers both over the phone and email.
- Excellent problem-solver who can navigate complex situations, consider different viewpoints, and find positive solutions, even in challenging conversations.
- Thrive in a dynamic startup environment, demonstrating adaptability and resilience when faced with ambiguity and changes, while maintaining a positive attitude.
- Proficiency in customer relationship management (CRM) tools like HubSpot and project management platforms like Notion.
- The ability to balance empathy with urgency to resolve customer issues efficiently.
- A willingness to tackle and prioritize unexpected needs head-on, with a commitment to see tasks through to completion.
- The ability to stay calm and focused under pressure.
Background in education or childhood development is a plus! bringing additional insights and empathy to interactions with our community.