Product Support Agent | ClassDojo | $24-$27 | Remote (US)

Product Support Agent | ClassDojo | $24-$27 | Remote (US)

24 - 27 / hour
Remote US
Application ends: August 17, 2024
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Job Description

ClassDojo’s goal is to give every child on Earth an education they love.

We started by building a powerful network for communication. ClassDojo’s flagship app is the #1 communication app connecting K-8 teachers, children, and families globally. Teachers use it to share what’s happening throughout the day through photos, videos, and messages that make parents feel like they’re there. It’s actively used in over 95% of US schools, reaching over 50 million children in 180 countries, with a team of just around 200 people [1]. We are now beginning to use this network to give kids the best learning experiences in the world, far beyond those a standard school can provide.

To help us achieve this awesome mission, our Customer Experience (CX) Team is seeking Product Support Agents to join us for our 2024 Back-to-School season. You’ll extend the impact of our small but mighty team and enable us to deliver a high-quality experience for the multitude of users who interact with ClassDojo from July – October.

About the Role

As a Product Support Agent, you’ll be on the frontlines to ensure everyone gets the most from their ClassDojo experience. Ready and able to answer product questions or troubleshoot product issues, you’ll serve as the bridge between our users and our platform, providing exceptional support to parents, teachers, and school leaders as they navigate ClassDojo’s app.

You’ll be a part of a highly collaborative team that works together to achieve ambitious goals and deliver high-quality support that’s fast, friendly, and personalized. We have a robust 3-week onboarding program to help you learn the ins and outs of our product, which will be followed with ongoing coaching and development from our tenured Team Leads throughout the next 13 weeks; we want this experience to be as fun and successful for you as it is for every one of our customers that you support!

As a Product Support Agent, you will:

  • Engage with customers via email to address their inquiries and concerns.
  • Be a trusted guide and partner to thousands of teachers and parents.
  • Strive for 100% accuracy and satisfaction in every interaction and solution.
  • Adapt and learn quickly as you become proficient in ClassDojo’s platform and support processes.
  • Collaborate with team members to continuously improve our support resources and procedures.
  • Build trust and loyalty with our customers, demonstrating empathy and understanding in every exchange. 

You will be a match if:

  • You have experience in fast-paced customer-facing positions. You have worked in email, phone, or chat support before and can independently assess, manage, and prioritize support requests based on need (i.e. priority levels, deadline) and risk. 
  • You like helping people! You’ve got a service mindset, operating naturally from a place of empathy and getting energy from resolving customer issues.
  • You have a passion for solving problems. You work deeply to understand customers’ perspectives and assess their needs so you can deliver a personalized and effective solution.
  • You’re an exceptional communicator. You bring clarity to complex concepts and adapt effortlessly to the audience at hand. 
  • You’re a quick study. You pick up new technology quickly and love learning how things work. You bring natural and genuine curiosity to your work and life.
  • You are highly adaptable and can successfully navigate ambiguity. Our apps and services are ever-evolving, and you may encounter problems or situations that we’ve not seen before. You are comfortable adapting your approach and navigating your way to a solution with creativity and humility. 
  • You’re a team player. You are passionate about inspiring and collaborating with others to ensure the team’s success.
  • You’re motivated by our mission. ClassDojo is on a mission to bring every kid on earth an education they love, and you’re excited and driven to contribute to this ambitious goal.

You might be a great match if:

  • You have direct teaching or school leadership experience, in particular as a power user of ClassDojo.
  • You can operate effectively in rapid growth environments – experience in a tech startup is a plus!
  • You have experience using customer service ticketing software, specifically Zendesk.

Logistics & Details

Back-to-school is our busiest time of year, so to ensure we can meet our commitments to customers, we have some very specific needs. Please ensure you can meet all of these logistical requirements before applying—we’d hate to waste your time. If you have any questions or concerns about these, please note them in your application response.

  • Full-time availability for 16 weeks: July 11 – October 31, 2024  
    • The first 3-weeks are dedicated to training —  attendance is required (and paid!)
  • Ability to work 40 hours per week with flexibility to accommodate up to 5 hours of overtime per week, as needed (paid at 1.5x), for at least one of the following shifts:
    • 8AM – 5PM ET
    • 10 AM – 7PM ET
    • Noon – 9PM ET
    • We need coverage across all three, so the more flexibility you have, the better!
  • Willingness to cover an occasional weekend shift (Sunday – Thursday work week) if needed. If you prefer a Sunday-Thursday schedule consistently, that is welcomed!
  • This is a remote position. We’ll provide you with a Mac laptop, but you’ll need to have a strong, reliable, and private internet connection (we ask that you not work from public WiFi).

Hiring Process:

We know that successful support agents come from a wide variety of backgrounds. If you’re stepping out of the classroom or transitioning from another industry, we encourage you to apply! We care more about what you can do than what you have done, and we’ve designed our entire hiring process to reflect this commitment. Get ready for a highly interactive and hands-on experience! 

  • Application: Answer four questions, which take the place of a cover letter and help us get to know you beyond your resume. (Pro Tip: look up the STAR method for responding to interview questions like this.)
  • Skills Assessment: Complete a set of carefully crafted, timed exercises that allow you to showcase your abilities!  
  • Interviews: Meet our Managers and Team Leads, as you work through on-the-job scenarios and practice problem-solving, together.

Please take your time to complete our application, but don’t take too long! The absolute last day to apply is June 5, 2024!

[1] Some more context:

(If you are on LinkedIn, you will not be able to access the hyperlinks below. Once you click apply, you will be directed to our career website (if you are not on there already) and will be able to access the hyperlinks)

– ClassDojo’s $125m Series D (Forbes) and Sam’s note about it.

– ClassDojo is one of Y Combinator’s Top 100 companies

 ClassDojo’s Second Act Comes with First Profits (TechCrunch) and Sam’s note about it.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. In accordance with the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are happy to accommodate any disabilities or special needs. We are a distributed company, so we hire regardless of location, as long as you are willing to have significant hours overlap with one of the Americas time zones.

Hourly contract rate range for United States: $24 – $27 USD

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