Customer Support Associate (West Coast)
- This role serves as a frontline representative of Heggerty, providing timely, empathetic, and solutions-oriented support to our customers. You’ll help teachers, administrators, and partners get the most from our products and services, ensuring their questions are answered and their needs are met.
- Serve as the first point of contact for customer inquiries via email, phone, and chat, delivering prompt and helpful support.
- Troubleshoot order issues, platform access, product questions, digital platform technical issues and general support needs with accuracy and empathy.
- Maintain detailed records of customer interactions using our support platforms (e.g., Salesforce).
- Collaborate with internal teams, including Sales, Operations, and Product, to resolve issues and ensure a seamless customer experience.
- Identify and escalate recurring issues and suggest process improvements to enhance the support experience.
- Support seasonal projects such as back-to-school readiness, product launches, or fulfillment surges.
- Curiosity, empathy, and a passion for our mission and values
- 1–3 years of experience in a customer support or technical support role, ideally in an education, EdTech, or mission-driven environment.
- Strong written and verbal communication skills with an emphasis on clarity, tone, and professionalism.
- Proficient in using support tools and CRMs. Salesforce experience is preferred (e.g., Zendesk, HubSpot, Salesforce).
- Empathetic and patient approach to problem-solving with a customer-first mindset.
- Detail-oriented and organized, with the ability to manage multiple tasks and priorities effectively.
- Comfortable working in a fast-paced, remote work environment.
- Spanish proficiency preferred.
- Competitive salary and benefits
- 401(k) with company match
- Generous time off options, including paid holidays and winter break
- Independence and autonomy
- A flexible, remote work environment