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Customer Success Specialist

JAM creates online courses for kids ages 8 and up. As our support specialist, you are a leader in product knowledge and problem-solving. You know how to turn all types of customers into fans. You are the first person our customers speak with and you consistently guide them toward solutions. You always meet or exceed your established performance goals. You're proud to represent JAM, and you exemplify that in all your interactions with customers. The role is equal parts support superhero, writer, and efficiency hacker.  

What is the heart of the job?

  • Sales Rep: You sell parents on the benefits of JAM. You help our parents get started with a free trial.
  • Support Agent: You handle our inquiries from parents. You help our parents quickly resolve problems and unblock anything keeping them from having a positive experience with JAM.
  • Tech Guru: You are an expert on our app and web features and are able to explain how to use JAM to parents with a wide range of technical skills.
  • Communicator: You are a pro at succinctly answering questions and creating resources to educate customers.
  • Efficiency Hacker: You are constantly testing and implementing ways to make your job more efficient.
  • Team Player: You provide a valuable feedback loop between parents and our product team. You collect and share member suggestions, as well as pain points, on JAM with the rest of the company.

What will I do?

  • Respond to queries from parents via live chat and email along with phone calls when necessary
  • Use Intercom, Front, AgoraPulse, Zendesk, Stripe, and other support tools
  • Continuously update our knowledge base so parents can find answers on their own

What is the ideal background?

  • Demonstrated passion for helping others to succeed
  • Expertise building or actively participating in online communities
  • Excellent verbal and writing skills
  • Proven ability to learn new things
  • Experience with Intercom, Zendesk, or similar support software a plus

What are the necessary traits to succeed in the role?

  • Intrinsically motivated to work hard and do whatever it takes
  • Patience and interest in teaching others
  • Intense interest in ways to optimize and improve communication and systems

When will I work and what will I be paid?

  • Work schedule: Friday-Tuesday from 7am-3pm PST
  • Pay: $24/hour

JAM is headquartered in San Francisco. The ideal candidate will be based in TX, CA, NY or NJ though we will consider exceptional candidates elsewhere too.

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