CX Support Agent (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:

The CX Support Agent plays a critical role in managing complex and high-priority issues that require human intervention, ensuring thoughtful and empathetic resolutions. This position requires expertise in subscription management, high-stakes customer interactions, and cross-functional collaboration.

Key Responsibilities:

• Manage escalations from the AI bot, including billing disputes, subscription cancellations, privacy concerns, and safety issues.
• Handle high-stakes customer interactions, ensuring positive outcomes that strengthen the parent’s trust in Dojo Tutor.
• Process complex subscription changes, such as billing adjustments, class frequency updates, or tutor reassignments due to feedback or resignations.
• Oversee critical financial matters, including refund requests over $90, subscription cancellations, and dispute resolution, ensuring timely follow-up.
• Act as a subject matter expert, providing support to the AI bot and frontline agents, and contributing to product updates and training sessions.
• Assist in triaging tickets from the AI bot to maintain prompt resolutions, and step in during high-ticket volume or crises.
• Collaborate with product, engineering, and operations teams by gathering technical feedback, creating reports, and participating in testing new features.
• Escalate unresolved technical issues to the Core team and ensure thorough completion of Asana tickets..

You will be a match if:

• Experience: You have 3+ 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.
• Emotional Intelligence: Strong ability to de-escalate tense situations, build trust, and foster relationships with both tutors and parents.
• Problem-Solving Skills: Thrive in fast-paced environments, adapt quickly to changing policies, and handle high-stakes interactions with confidence.
• Communication Skills: Excellent written and verbal communication skills to clearly explain solutions, build rapport, and collaborate effectively with internal and external stakeholders.
• Technical Aptitude: Familiarity with subscription management processes, online tutoring platforms, and troubleshooting basic technical issues.
• Decision-Making Skills: Capable of offering clear options and actionable solutions, ensuring both tutors and parents feel supported and empowered.
• Flexibility: Ability to adapt to high ticket volumes, shifting priorities, and remote work dynamics.

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 have a knack for de-escalating tense situations and building trust with both parents and tutors through clear, thoughtful communication.
• You’re excited about experiments that change the way we do things and can do it all: emails, live chat, sms, and calls when needed. 
• You’re adaptable and can handle shifting priorities, high ticket volumes, and remote work dynamics with ease.

[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.

#LI-Remote