CX Sr. Support & Escalations Expert (Families)

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-12 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 45 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.

We hire for talent density. Our team comprises the most talented, entrepreneurial, and innovative teammates from around the world, with experience in education and large scale consumer internet companies, including Instagram, Netflix, Dropbox, Stripe, Uber, Y Combinator, and more. We’re building a company where the most talented people want to work. We believe you’ll do the best work of your life here—and you’ll pioneer the future of education, too.

What you’ll do:

As a CX Senior Support & Escalations Expert, you will play a pivotal role in managing escalations, driving team efficiency, and ensuring service excellence. Acting as the Deputy Team Lead, you will be the team’s point of contact (POC) in the absence of the Team Lead, taking ownership of daily operations and serving as a bridge between agents and leadership.

Key Responsibilities:

• Serve as the team’s POC in the absence of the Team Lead, ensuring smooth daily operations.
• Oversee daily ticket triage to prioritize inquiries and meet SLA metrics.
• Resolve escalated concerns, critical feedback, and complex cases promptly.
• Monitor CX Support agents’ performance and provide coaching to improve service quality.
• Identify trends in escalations and feedback to propose workflow improvements.
• Partner with the Product team to support feature launches and provide customer insights.
• Lead or support projects and initiatives aligned with team goals and priorities.
• Conduct quality checks on tickets and interactions to ensure high service standards.
• Provide hands-on support during high-volume periods or urgent situations.
• Partner with teams to refine manual operations, including payroll, scheduling, and subscription management.

You will be a match if:

• Experience: You have 5+ years in EdTech customer service, with a focus on complex issue resolution via email and chat. Experience with tools like Zendesk, Zoom, and Stripe is preferred.
• Leadership Skills: Proven ability to step into a leadership role, guide the team, and maintain high performance during the Team Lead’s absence
• Escalation Expertise: Strong problem-solving skills with experience managing escalated cases and delivering effective resolutions
• Operational Efficiency: Skilled in ticket triage and resource allocation to ensure SLA metrics and team productivity goals are met
• Performance Coaching: Ability to monitor agent performance, provide constructive feedback, and support team members in achieving their full potential
• Collaborative Mindset: Comfortable partnering with cross-functional teams, such as Product and Operations, to drive projects and improvements
• Proactive Problem-Solving: A proactive approach to identifying operational bottlenecks and implementing solutions to enhance team effectiveness
• Strong Communication: Exceptional communication skills to liaise with leadership, agents, and other stakeholders, ensuring clarity and alignment across teams

You might be a good fit if:

• You thrive in fast-paced environments and enjoy solving complex, high-stakes customer issues with empathy and precision.
• You excel at managing escalations, resolving high-stakes customer issues with empathy, precision, and effective problem-solving.
• You’re skilled in operational efficiency, prioritizing tickets, allocating resources, and meeting SLA metrics even during high-volume periods.
• You have experience coaching and mentoring team members, providing constructive feedback to improve performance and service quality.
• You thrive in a collaborative environment, partnering with cross-functional teams like Product and Operations to drive projects and improvements.

[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)

• How ClassDojo Connects Parents, Students, and Teachers 
• “Whats New on ClassDojo 2023”
• TechCrunch Article: Second Act comes with First Profits

Click here if you're interested in learning more about what we've been up to.

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.

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