CX Support Specialist (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:

At Dojo Tutor, we connect expert educators with families through a flexible tutoring platform while advancing AI-driven customer service. As a CX Support Specialist, you will provide advanced support to tutors and families and act as a Subject Matter Expert (SME) for CX Support Agents. Additionally, you will optimize the performance of our AI Bot, Decagon, through quality assurance, technical support, and continuous improvement efforts, ensuring exceptional service for all users.

Key Responsibilities:

• Provide advanced troubleshooting and collaborate with engineering to resolve technical issues.
• Act as a Subject Matter Expert (SME) to guide the CX Support Agent and assist with training and product updates.
• Handle complex subscription issues, including billing adjustments, class frequency changes, and tutor reassignments.
• Conduct quality audits of Decagon’s performance and provide actionable feedback for improvement.
• Write and update Help Center articles and AI bot snippet commands to enhance Decagon’s capabilities.
• Monitor and report on Decagon’s performance metrics, including accuracy and user feedback, to internal stakeholders.
• Flag trending technical issues, quality concerns, and policy violations to relevant teams for resolution.
• Support tutor attendance and reliability management, ensuring policy violations are addressed promptly.
• Resolve scheduling conflicts and handle backend tasks related to tutor availability, resignations, and reassignments.
• Provide real-time support during high ticket volume or crises, such as system outages or natural disasters.

You will be a match if:

• At least 4 years of experience in Technical support, troubleshooting, and customer experience, ideally in Edtech or with startups
• Excellent communication and technical expertise: Must have expert-level communication skills, verbal and written, to explain technical resolutions in a way that is accessible and helpful to tutors, even if they aren’t tech-savvy. Can identify proactive solutions that prevent future problems and improve overall tutor satisfaction.
• Accountability to continuous improvement: Must be committed to providing high-quality support by continuously improving performance and identifying areas where escalations can be minimized. Ensure tutors receive the highest level of support when issues are escalated, reinforcing the company’s commitment to their success and satisfaction.
• Operational efficiency and ticket triage: Have a strong ability to manage daily operations by seamlessly triaging tickets, ensuring that Service Level metrics are consistently met. Must prioritize and allocate tickets appropriately, making sure tutors’ concerns are addressed promptly. Has the ability to keep track of high-volume inquiries and direct them to the right channels allowing for efficient ticket resolution and prompt responses.
• Strong leadership skills: Have the ability to step up and take charge when necessary, guiding the team and providing direction in resolving urgent operational issues 

You might be a good fit if:

• You have experience in both technical support and customer experience, with a knack for resolving complex issues and optimizing AI-driven tools like chatbots.
• You’re a proactive problem-solver with excellent communication skills, able to explain technical solutions clearly and empathetically to non-technical users.
• You thrive in fast-paced environments, managing high ticket volumes, prioritizing effectively, and ensuring timely resolutions while maintaining high customer satisfaction.
• You’re passionate about improving customer experiences and contributing to Dojo Tutor’s mission of providing every child with an education they love.

[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