Customer Success Specialist
4 weeks ago
At Cadmus, we believe every student should have equal opportunity to achieve academic excellence; that’s why we’re changing how the world learns
Cadmus is a global EdTech company purposefully built for the higher education sector to break down learning barriers by providing educators and diverse student cohorts with access to high-quality learning and assessment. We’re working hard in pursuit of an ambitious, world-shaping goal: to provide 1 billion students with access to high-quality education by 2050.
That’s why we need a high-performing Customer Support Specialist to join our team and provide frontline support to our customers
As a Customer Success Specialist at Cadmus, you'll play a key role in ensuring that our customers have an outstanding experience in our platform, fostering customer satisfaction and loyalty. You’ll also be the first line of defence for our valued customers, ensuring their questions and concerns are addressed promptly and professionally.
**Requirements**:
In this role you will be expected to
- Educate the teachers and students who use our platform on how to get the most out of it; assist them with their questions or issues.
- Ensure we build deep, meaningful and value-driven relationships with customers online.
- Successfully execute special projects that support our pilot and enterprise implementations as needed.
- Troubleshoot customer issues efficiently and identify solutions, working independently and collaboratively as needed.
- Proactively research and stay up-to-date on company products and services to provide informed answers.
- Ensure all customer facing materials are updated with the latest releases and the most relevant information.
- Identify and escalate complex issues to the appropriate teams for resolution.
**Skills & Experience**
- **Communication Skills**: You have advanced English communication skills, and are equally comfortable talking to internal teammates and external customers. You have managed customers on voice/video from Australia, UK, and/or USA in a user-facing role.
- **Problem solving**: Able to quickly understand customer pain points and engage with them on the solution most relevant to them.
- **Support Experience**: Minimum 2 years of experience in customer service or a related field, supporting the growth of software products while working remotely.
- **Startup DNA**: You’re flexible, comfortable with ambiguity, and have experience wearing multiple hats while supporting rapid growth. You have been a one-person army when needed, or worked as an early employee.
- **A Bar Raiser**: You bring your passion and work ethic to the table every day, setting the example for others. You are constantly looking to upskill yourself, and find ways to improve upon the status quo. You enjoy collaborating cross-functionally to accomplish shared goals and care about learning, growing, and helping others do the same.
**Benefits**
- A remote-friendly, flexible working culture; where you can work from any global location
- A diverse and inclusive workplace where there are no barriers to anyone succeeding
- A surrounding team of mission-driven individuals who genuinely love what they do Mentoring and succession planning for your career
**Hiring Process**
Our interview process consists of a recruiter phone screen, a hiring manager interview, a homework task and a panel interview. These will be completed in person or online (via Zoom).
**Inclusivity at Cadmus**
At Cadmus, we hire great people from a wide variety of backgrounds because it makes our company stronger. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital, or disability status. If you share our values and our enthusiasm for education, you will find a home at Cadmus.
If you need assistance or accommodations made due to a disability, please let us know.
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