Overview

Verbling’s customer support team is growing! We seek a bilingual (English and another language) speaker/writer who can devote ~30 hours a week to a part-time, remote role with flexible hours.

As a Verbling Customer Happiness Officer, you are tasked with transforming potentially disgruntled users into huge Verbling fans by efficiently and professionally solving users’ problems. You will also review Verbling’s new teacher applications, so having a teaching or recruiting background will be an asset to your application.

You are empathetic and an effortless troubleshooter. You are also incredibly perceptive, understanding users’ problems even when they do not communicate their problem effectively. You love to sleuth around, putting together pieces of the puzzle until you fully understand the problem; with that knowledge, you are able to solve any obstacle in a user’s way.

In addition to your communication skills (which should be excellent in both English and another language), you should also possess the ability to learn new technologies and work well without direct supervision.

Responsibilities

  • Respond to high volume of support tickets in both English and another language, and occasionally meet with users via video chat for additional troubleshooting
  • Diplomatically navigate disputes between students and teachers, assessing the situation and responding in a manner that is fair and makes as many people happy as possible (while being cognizant of our bottom line, as well)
  • Assist in user onboarding process, walking users through any difficulties they may encounter
  • Recognize trends in support tickets/customer issues
  • Write bug reports in task management software
  • Suggest feature ideas, based on customer needs
  • Communicate and contribute ideas with team members that might be in different time zones about pressing problems
  • Triage problems when they occur in your time zone, but the engineering team (in another time zone) isn’t awake to solve the problem
  • Lead the hiring of teachers, reviewing applicants’ videos, bios, and resumes to find the perfect balance between qualifications and charisma

Requirements

  • Excellent communication skills
  • Bilingual English and another language (speaking and writing)
  • Can dedicate ~30 hours a week to a part-time, remote role with flexible hours
  • Experience in a customer support or customer-facing role. Bonus points for customer support experience for a mobile app or online marketplace
  • Patient in troubleshooting problems for customers, especially those who are non-native English speakers
  • Comfortable with complex technologies and able to learn new systems (support ticket management software, database requiring custom queries, fraud detection tools, bug management software, payment provider website, etc.)
  • Comfortable juggling multiple tasks simultaneously, switching between different platforms with speed and accuracy
  • Reliable; self-sufficient; capable of managing workload remotely, without direct manager oversight
  • Passionate problem solver
  • Highly organized self-starter
  • Can-do attitude
  • Engaging personality (a ray of sunshine)
  • Good with numbers and small details
  • Fast learner with a good memory

Nice to have

  • Access to iOS and Android devices for troubleshooting specific mobile products
  • Ability to work hours outside of 9 am – 5 pm Pacific time (for example: you live in a different time zone, or live in the Pacific time zone but prefer to work nights/weekends, etc.)

Things to keep in mind when answering the application questions:

Address both how you would respond to the student or teacher who reached out to Verbling Support and what other steps you would take (internally/among the Verbling team, conducting additional investigations, reaching out to any Verbling student or teacher, etc.) regarding this particular issue.