• Promote the culture, values, and mission of Chegg and act as a student advocate
• Collaborate with students by email and phone to make every user successful.
• Successfully resolve complex students' needs through the use of multiple support channels ( primarily phone and chat, and occasionally email)
• Collaborate cross-functionally to identify product insights, bug reporting, and ticket trends to share with the product and engineering teams to improve the student experience.
• Works closely with the entire Student Advocacy Team to report user feedback and issues as arise
• Monitor the site to ensure all users are adhering to terms of use
• Work on projects to enhance team operations and improve productivity, when opportunity arises.
• Handling escalations from InPost Customers and Couriers
• Supporting the Head of Customer Experience in the day-to-day management of Vendor Partner
• Ensure that daily systems operations in the department are running smoothly and efficiently by assisting with software/hardware testing
• Reporting any concerns about system and product functionality to the appropriate personnel
• Compiling Statistical data for report creation and future use

Skills: Student Advocacy, Multichannel Support, Cross-functional Collaboration, User Monitoring, Project Management, Escalation Handling, Operational Support, Data Compilation

• Communicate with customers through various channels
• Main point of contact for shipping partners, inquiring about package details, and resolve discrepancies
• Be an integral part of new program launches, helping ensure programs run as expected and monitor results
• Creating reports and summaries on customer service data 
• Maintain a positive, empathetic, and professional attitude towards customers at all times
• Keep records of customer interactions, transactions, comments and complaints
• Continuously keep up to date on regulations within the industry
• Provide feedback on the efficiency of customer service processes and suggesting improvements
• Assist with any management and operations tasks 
• Collect customer feedback and presenting information in a clear and concise manner
• Ensure that clients (internal and external) are continually provided with adequate and appropriate information.
• Customer Support based marketing and feedback activity

Skills: Multichannel Communication, Partner Coordination, Program Management, Data Reporting, Customer Interaction Record-keeping, Regulatory Awareness, Process Improvement, Feedback Analysis

• Investigate and solve customer inquiries and incidences, always with a customer-first mentality
• Monitor KPI’s, such as first contact resolution, service level agreements, and quality
• Identify knowledge gaps and coaching opportunities with call centers and stores, providing any necessary training or resources (i.e. guides, refresher sessions, etc.)
• Communicate on a daily, weekly, monthly basis with call center teams, ensuring that all teams are set up for success and privy to internal updates
• Drive constant improvement of customer service standards and policies, conducting competitor and market review as well as identifying areas for innovation and experimentation
• Collect and analyze customer feedback, championing the feedback internally with affected areas (i.e. transport, logistics departments, etc.) to proactively resolve issues and identify opportunities for experience improvements
• Organize special events such as country launches, sales, special promotions, etc.
• Support store teams with any customer related inquiries, helping ensure a seamless omni-channel experience
• Supporting end customers directly via various communication channels including but not limited to emails, live chat, social media and calls.
• Understand the customer's query and identify the customer's needs and give the best resolution to the customer
• Proactively contacting clients regarding on-going issues

Skills: Customer Inquiry Resolution, KPI Monitoring, Training & Development, Internal Communication, Service Standard Improvement, Customer Feedback Analysis, Event Coordination, Omni-channel Support

• Utilising case management system to follow up and document the claim status
• Take responsibility for own caseload and that of others (in absence) to ensure collective target’s and Key Performance Indicators are attained
• Give constructive feedback and offer suggestions to improve processes and delivery.
• Personally handle and resolve any complaints with clients or sources
• Liaise with the Customer Experience Manager to resolve any escalated complaints
• Communicating with clients, the responsible party, insurers, repairers, engineers and various other parties involved in the process.
• Dealing with peak periods without allowing standards to fall.
• Achieving set individual targets and assisting toward company targets.
• Ensure customer and source satisfaction is paramount whilst understanding business needs
• Maintain an effective dialogue with Internal Teams and initiate and attend regular review meetings 
• Maintain an effective dialogue with existing sources, review and closely control existing business levels.
• Review and adapt current workloads and chases in line with business needs.

Skills: Case Management, Performance Monitoring, Process Improvement, Complaint Resolution, Interpersonal Communication, Time Management, Customer Satisfaction, Team Collaboration

• Focus on both the qualitative (Member Experience) and quantitative (Member Growth/Retention) goals of the company
• Create the WonderDads experience according to the brand standards
• Generate and execute relevant programs with the purpose and consideration of Members, products, and position.
• Create storytelling and content focused communications
• Communicate to Members consistently and concisely via all channels (email, social media, WonderDads App, etc.)
• Ensure a vibrant and connected member community
• Focus on ARMI (At-Risk Member Intervention) and increased retention practices
• Lead Member Experience Team in executing the Membership Experience strategic plan
• Responsible for budgeting of dues lost, resignations, and downgrades
• Identification of reoccurring issues and trend analysis. 
• Escalation to management when necessary providing recommendations for changes to processes or scope of project to achieve set goals.
• Working as part of a team, attending team meetings and contributing

Skills: Quantitative Analysis, Qualitative Analysis, Brand Management, Program Development, Content Creation, Community Engagement, Strategic Planning, Trend Analysis

• Call Center or Customer Service experience 
• Knowledge of customer service principles and practices
• Excellent communication skills
• Attention to detail and accuracy
• Problem-solving skills and problem analysis
• Basic mortgage product knowledge 
• Ability to be proactive and provide thorough follow up.
• Ability to work well independently and be a team player.
• A positive & friendly attitude
• Proficiency in Microsoft suite of applications

Qualifications: BA in Psychology with 2 years of Experience.

• Experience in customer service 
• Positive attitude and team player
• Excellent interpersonal, written, and verbal communication skills
• Ability to problem solve and bring solutions to the table
• Strengths in multi-tasking, organizing, and setting priorities
• Proficient with basic computer skills – Excel, Word, web browsers
• Basic understanding of accounting principles
• Knowledge of Shopify, Help Scout, Talkdesk, JIRA, and Slack 
• Strong attention to detail.
• Empathize with and prioritize customer needs

Qualifications: BA in Public Relations with 3 years of Experience.

• Experience as a broadcaster on Twitch
• Excellent verbal and written skills
• Excellent organizational and time management skills
• Ability to work in a fast paced environment
• Ability to work outdoors in the elements
• Previous work in customer support, tech support, or moderating content for a web-based application
• Critical thinker, especially as applied to determining customer needs and providing appropriate solutions
• Work well in a globally distributed team environment
• Working knowledge of Windows, Mac, and mobile operating systems
• Fluent Spanish and English speaker

Qualifications: BA in Communications with 3 years of Experience.

• Customer Service Experience
• Strong interpersonal and problem-solving skills
• Computer / Internet Experience
• Ability to remain professional and courteous with customers at all times
• Must be available to work holidays and weekends
• Excellent verbal and written skills
• Be able to prioritize member needs and offer products that are tailored to them.
• Display a high level of resilience and tenacity, developing strategies to maintain physical and mental wellbeing when dealing with difficult complaints
• Work in a strategic, high-volume fast-paced environment
• Experience in direct to consumer technical/customer support

Qualifications: BA in Business Administration with 2 years of Experience.

• Experience handling customer accounts
• Logistics background
• Experience with G Suite including Google Docs and Spreadsheet
• The ability to handle high volume customer interaction via phone, email and messaging systems
• Quick decision making skills
• Excellent written and verbal communication skills
• Must be a team player and work well with a group
• Able to have a professional communication by answering calls from sales representatives providing usage information and troubleshooting product or process related problems
• Must be organized and detail-oriented

Qualifications: BA in Marketing with 6 years of Experience.