DESCRIPTION

Faria Education Group was founded in 2006 to transition schools from paper onto a curriculum-focused learning platform. Today, Faria powers curriculum for over 10,000 schools & districts and 4 million students with a suite of 6 services. Faria’s multi-disciplinary team of over 200 operates globally, across 9 offices.

We are looking for an energetic individual with at least 2 years prior customer support experience to join our India Team as Customer Support Representative for ManageBac. In this role, you will be responsible for customer support operations in APAC as part of our customer success team. The right candidate will be a self-starter able to stay focused on their priorities while still working within a highly collaborative team, and who is willing to be creative and think outside of the box while still aligning their work with broader team and company goals.

What you’ll learn in the first 30–45 days

• Product knowledge, the hows and whys of using ManageBac
• The nuts and bolts of ManageBac as a SaaS business
• The role of support as sales and why good customer experiences matter
• The context and workflows of international schools and how to best support them

Key Responsibilities

• Running email & telephone support operations, responding to support tickets from teachers & schools admins
• Providing one to one online training sessions on account set-up, or how to best use a specific feature. You will occasionally need to travel for an onsite training within the APAC region
• Hosting live webinars with hundreds of guests, with clear communication & presentation skills
• Ensuring that our quality of service (e.g. support request times and resolutions) are maintained at levels of excellence
• Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer that has urgent demands and time pressure)
• Providing Quality Assurance (QA) testing for new feature deploys
• Devising ways to improve our help and support materials

A Normal Week

Over the course of a normal week, you would have:

• Responded to 150–300 support emails.
• Talked with 20–30 schools by phone.
• Setup 5-10 school accounts.
• Conducted 5–10 online trainings.
• Updated 1–2 help tutorials.
• Relayed several bugs or feature requests as a result of feedback from schools.

REQUIREMENTS

What are we looking for?

Prior Experience & Requirements

• 2+ years experience in Customer Support, Account Management or Implementation Management.
• Strong written and oral English communication skills with careful attention to detail.
• Interest in EdTech and desire to make life better for students and schools.
• Eagerness, competitive attitude, & ambition to achieve.
• Demonstrated competence / Self-learning.
• Product Management experience useful but not required
• Anticipate 15-20% travel, thought it may be more or less depending on personal preference.
  
  

Future Milestones

• Internalised Faria Habits & Routines.
• Internalised support & implementation processes encompassing
• Proven Commitment during Crisis.

Capabilities & Character

• Product Knowledge & Understanding of Customer ‘Jobs-to-be-Done’.
• Proficiency with all Customer Success Tools (Jira, Zendesk, Google Docs, Zoom, GoToWebinar, ClickUp etc).
• Ability to work autonomously and collaborate with other departments on small projects and tasks.
• Improvement based on feedback and observation of others.
• Online Presence & Responsive Communication.
• Customer-empathy and quick resolution
• Responsibility and ownership of tasks and projects.
• Collaboration across teams and timezones.

Success Metrics

• Number of tickets solved & trainings/Implementations completed.
• Beating individual customer satisfaction targets & response times.
• Quality of support & guidance provided.

BENEFITS

• Competitive salary, plus eligible for support team variable compensation plan
• Monthly Health & Wellness Allowance
  
• Professional Development Budget

All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex.