Customer Success Manager

About TutorMe

TutorMe is the premier online tutoring solutions for millions of college students nationwide. Our mission is to level the academic playing field for students everywhere. We believe that every student should have access to incredible tutors regardless of where they go to school or who their parents are.

We do this by connecting students with the best online tutors in under 30 seconds using a matching system powered by AI. Students can receive help in over 300 subjects via our advanced lesson space, featuring video chat, screen-sharing, virtual whiteboards and much more. TutorMe's national network of online tutors gives students the help they need when they need it.

Summary of the role

We are looking for a Customer Success Manager to join our LA team. Each month, we have thousands of customers who reach out for help with getting the most out of TutorMe’s platform. We will be hiring remote reps, but are looking for someone to own the challenge of getting us to 100% customer satisfaction. This means interacting with individual customers on a daily basis, conducting QA for tutoring lessons, as well as working to improve our overall customer service processes and systems. The role can potentially evolve into partially remote based.

What you’ll do

  • Create and optimize our Customer Success Guide
  • Manage, expand and train our remote team of customer success reps
  • Interact with customers via email, phone, and chat to help solve issues
  • Respond to Stripe disputes/chargebacks
  • Facilitate quality assurance of all tutoring lessons
  • Process tutor payments weekly
  • Triage incoming support issues, accurately diagnose them, and escalate bugs to the management/tech team
  • Maintain a deep understanding of the customer experience by identifying and resolving potential issues before they become larger problems
  • Develop KPIs and analyze customer service reporting
  • Constantly review where our systems are working or not working, and maintain a continuous improvement process to get us to 100% customer satisfaction

What’s required

  • Experience with customer support/success at a tech company
  • Proficient in Intercom and other customer support tools
  • Proven ability to prioritize and manage multiple projects at once
  • Uncompromising attention to detail
  • Strong verbal and written communication skills
  • Passion for web technologies and great user experience
  • Approach all deals with a customer-first “ready to help” mentality
  • Excited to improve student success in higher education
  • Desire to work in a diverse, highly collaborative team environment
  • Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment
  • Experience with Intercom and using a CRM preferred

What you’ll get

  • Competitive salary 
  • Top-notch health, dental and vision insurance
  • Generous vacation and holidays
  • Office in Larchmont Village (upgrading to an office in WeHo in July)
  • Bountiful supply of La Croix and snacks
  • Opportunity to be a key player at a company that’s quickly redefining the boundaries of on-demand academic support

If you are not sure that you’re 100% qualified, but up for the challenge - we want you to apply.

We value diversity of all kinds, and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

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