Customer Support Associate

Job Description

We are NYC based but remote friendly!

Hello, World! Codecademy has helped tens of millions of learners upgrade their careers, build meaningful projects, and gain confidence in their skills with engaging, accessible, and flexible education on programming and data skills. We provide hands-on interactive lessons ranging from Python to R to JavaScript and everything in between. Our learners have gone on to start companies, new jobs, and new lives thanks to what they’ve learned with Codecademy, and we’re thrilled to be working to take that impact to the next level.

Codecademy was started in 2011 by two college students in a dorm room at Columbia that were frustrated by the huge gap between education and employment. Almost a decade later, we are a rapidly growing, diverse team of about 200 distributed through North America and headquartered in SoHo, NYC. We’ve raised over $87.5m in venture capital funding from top investors including Kleiner Perkins, Naspers, Owl Ventures, Union Square Ventures, Y Combinator, and more.

If you want to help build a business that impacts tens of millions of people each year and helps them lead better lives, join us!

As a Customer Support Associate, you will be responsible for delivering exceptional customer support with empathy and emotional intelligence. You will work cross-functionally to understand company-wide changes, emerging events, and help our users understand them.

WHAT YOU'LL DO

• Answer incoming emails via Zendesk with a focus on quality responses and thorough resolutions. Deliver exceptional, high volume results.
• Build relationships between Codecademy and our users through an empathetic and passionate approach to customer support work.
• Analyze incoming questions and identify areas for product and process improvements.
• Write smart, robust, and comprehensive Help Center articles.
• Aid in the facilitation of Zendesk administration. (Have experience with this? Awesome! If not, we’ll help you learn.)
• Tackle other project-based work, and work cross-departmentally with the larger Codecademy team.
• Participate in a two way communication channel between our users and the larger Codecademy company. You will help be responsible for ensuring information is communicated appropriately to Codecademy team members and Codecademy users alike.
• Occasionally work on Saturday or Sunday.

WHAT YOU'LL NEED

• We are committed to hiring people with a range of working and life experiences who will champion our learners. We welcome candidates with alternative but relevant expertise or experience to apply.
• 3 years working in a customer-facing role
• 1-2 years traditional Customer Support/Service
• 1 year in a startup environment.
• Curiosity! A love of problem solving and critical thinking.
• A demonstrated ability succeeding in a customer support department in a fast-paced, growing startup.
• You need to be self-motivated and able to work independently, and comfortable collaborating cross functionally on a dynamic team.
• Excellent communication skills (written and verbal) and a high comfort level describing technical concepts to a varied audience in an accessible way.
• To think deeply and constantly look for ways to relentlessly improve.
• Natural interpersonal and relationship building skills, and a passion for developing customer loyalty.
• Previous experience with Zendesk.

WHAT WILL MAKE YOU STAND OUT

• Programming experience that allows you to comfortably talk to users about programming.
• Previous experience with the fundamentals of Zendesk administration.
• You’ve learned a skill on Codecademy in the past.

At Codecademy, we are committed to teaching people the skills they need to upgrade their careers. Codecademy aims to educate a richly diverse demographic of learners with our product and in order to accomplish this, we believe our team should reflect that rich diversity. Our company celebrates diversity in all of its forms-- race, gender, color, national origin, marital status, sexuality, religion, veteran status, age, ability, disability status-- and works to create an inclusive workplace where people of all backgrounds and beliefs are empowered to better their futures.