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Customer Success Lead
Unmudl
Customer Service, Sales & Business Development
Austin, TX, USA
Posted on Thursday, August 31, 2023
Job Role: Customer Success Lead
Responsible To: Director of Customer Service & Success
Company Overview: Unmudl (www.unmudl.com) is an Education Technology start-up Company in Austin, Texas. We believe that every person deserves equal access to skills and job information and the dignity to determine what to do with it. Unmudl is experiencing rapid growth and hiring for a role that will play a critical role in supporting learners to pave their path from skills development to employment.
More about the company: Unmudl connects working learners and employers with a nationwide network of Community Colleges. Learners use Unmudl to find courses for up-skilling, re-skilling, and/or self-improvement. Employers rely upon Unmudl to create or coordinate courses for training and retraining their workforce to meet hiring needs.
About the Contract Role: Are you looking to help make someone’s life immediately better? Then this could be the right position for you! We are seeking a passionate and customer-centric individual to join our team as a Customer Success Lead. As a key player in our mission to support the "Working Learner," you will be responsible for providing a level of service that goes above and beyond, ensuring each learner receives the care and attention they deserve. Your ability to listen, empathize, and problem solve will be vital in creating a positive experience for all our learners and aiding them in their learning success.
The contract position is 30-40 hours a week to start, with full-time employment possible within the next 12 months. If you would like to learn more about Unmudl or would like to apply to this role, please submit your resume and a cover letter to jobs@unmudl.com, with the subject line "Customer Service Lead - [Your Name]."
Rate: Contract rate of $30 to $45 per hour, depending upon contractor qualifications. You will need to supply your own laptop, headphones, smartphone, and other tools to support the contract deliverables.
Requirements:
- Putting the "Working Learner" First: As a Customer Success Lead, you must be dedicated to prioritizing the needs of our working learners, providing them with exceptional service, treating each learner with utmost respect, empathy, and care.
- Excellent Listening Skills and Patience: You should possess excellent listening skills and be comfortable communicating with learners over the phone, email, text, and chat to understand the learners' concerns thoroughly. Patience is essential when guiding them through challenges and assisting with inquiries.
- Flexibility in Working Hours: You must have open availability with flexible working hours, to accommodate the needs of our diverse learner base.
- Organizational Skills: With the ability to set priorities, even with limited guidance, you'll efficiently manage various tasks and ensure learners receive timely support from pre-enrollment to getting the job.
- Self-Motivated and Adaptable: As a remote team member, self-motivation and adaptability are essential traits that will help you excel in this role. We value continuous growth and improvement. A strong desire to learn and evolve in your role is vital.
- Collaboration and Independence: You will work with a diverse team spread across remote locations worldwide. Your ability to collaborate effectively and also work independently, taking the initiative to improve the learners' experience, will be highly valued.
Sample Responsibilities:
Learner Facing Responsibilities:
- Guide working learners in determining what course is best for them and whether they meet the minimum requirements for course.
- Assist working learners in registering for a course and answering questions about the Unmudl platform and offerings.
- Provide guidance and advice to working learners to complete courses and connect to employment opportunities.
- Assist working learners in navigating their employer’s “Education Reimbursement” programs.
- Answer, respond and troubleshoot learner questions and issues using multiple cloud-based applications i.e. Phone, Email, Chat Features.
Operational Responsibilities:
- Handle enrollments, approval of Employer reimbursement program, registration requirements for all Unmudl courses.
- Log and track learner issues. Propose and implement new solutions to the technology and learner success team.
- Support the learner through the completion of the course.
- Connect the learner to job opportunities.
- Assist in the development and refinement of Customer Service Protocols and procedures.
- Help manage a learner success team through onboarding, training and performance reviews.
Preferred Qualifications:
More about you: You’re committed to creating positive change in people’s lives. You’d love a chance to revolutionize how the educational system provides opportunity. You want to join a startup that shares your passion and is dedicated to creating a brighter future for working learners.
The ideal candidate is a strong communicator, empathetic, and self-motivated. You enjoy advising and supporting others to achieve their goals. This candidate has experience in customer service and client facing roles. You thrive in a fast-paced environment and can work well under pressure. Bonus points if you’ve 1) attended a community college or were involved with a community college, 2) are currently/have been a working learner (i.e. worked and attended school or completed course work at the same time), and/or 3) worked in the customer service industry.
Technical Skills (preferred): HubSpot, ClickUp, Zoom, GoogleMeets, MicrosoftTeams, Microsoft Office, RingCentral
Additional Details: We embrace contractors of all backgrounds, including those of traditionally underrepresented groups. With this in mind, we do not discriminate against any contractor because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, the basis of disability, homelessness, or any other federal, state or local protected class.