Customer Experience - Tier 1 at RedShelf

| Chicago
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Founded in 2012 and recently named one of the nation’s fastest-growing private businesses by Inc. Magazine, RedShelf is a Chicago-based EdTech company helping to make education both more affordable and more effective through the use of digital instructional resources. Partnering with more than 400 publishers and 1,900 campuses nationwide, we provide leading-edge digital course materials and an end-to-end Content Delivery System for effortlessly distributing those materials.  

Job Summary:

The Customer Experience Specialist is responsible for RedShelf’s most important product: our customers’ experiences. Nobody reaches out to our team unless they’re having a problem — but through empathetic, personable and clear communication, CE Specialists turn these customers into impassioned promoters.

Duties & Responsibilities: 

  • Practice empathy and active listening with students, bookstore partners, and professors of all ages
  • Address emails, phone calls, tweets and DMs through our CRM platform in a warm, personable and direct manner
  • Typical multitasking includes: combing through our internal Wiki, communicating clearly with your team leads, logging bugs and feature requests…all while providing responsive support to the customer
  • Morph internal data / industry jargon into fun and approachable communication
  • Approach others with passion, curiosity and an assumption of positive intent
  • Document escalated customer journeys in clear and concise records for warm hand-offs to internal and external teams
  • Meet performance standards, including: confidentiality, security of information, response time metrics, and Net Promoter Score


  • High emotional intelligence and empathy
  • Excellent communication and organization skills
  • 1+ year(s) service industry/support experience
  • Exposure + comfortability with commercial technology (mobile devices, eReaders, etc) and business technology (collaboration tools, email, Excel)
  • Multitasking without loss of quality or focus
  • Cross-functional agility (does well on a team, does well on their own)
  • Proven track record of discipline and integrity when working unsupervised/remote
  • Some flexibility with schedule to meet seasonal changes in business needs
  • Availability to work Tuesday - Saturday 8:30-5:30

Other Desirable Skills/Experience:

  • Knowledge and appreciation of the advances in higher educational software, course materials, and digital publishing is a plus
  • Comfortable with learning through feedback + self-reflection
  • Enjoys puzzles or strategy games
  • Ability to express themselves warmly through email or text-based communication (involvement in online forums, communities, etc is a plus!)
  • Experience in a startup environment
  • Ideal candidate is self-sufficient and highly motivated, self-directed and possess high energy and a passion for RedShelf 

Why RedShelf?

RedShelf prides itself on maintaining an informal but fast-moving, hard-working, entrepreneurial culture. Our team members are smart, innovative, and passionate about improving education through digital technology.

We offer the best of both worlds: the energy and opportunity of a rapidly-growing organization, coupled with the stability of an extensive client base, strong financial backing, and proven track record of success. In addition to a forward-thinking environment with ample opportunity for professional and personal growth, our team members enjoy competitive compensation and benefit packages, including company stock options.

RedShelf is an Equal Opportunity Employer. Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of RedShelf are encouraged to apply.

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Technology we use

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Beautiful and convenient River North office located minutes from Magnificent Mile and the Loop with one of the best rooftops in the neighborhood.
"Education is everything": RedShelf makes it more accessible and affordable

An Insider's view of RedShelf

What are some social events your company does?

Our development team gets together outside the office once per quarter with things like bowling nights, baseball games and water taxi trips to Chinatown. I try to host dinner parties every few months -- sometimes just for my immediate team, and sometimes a cross-team dinner to mix things up. Hoping for a company-wide Segway tour sometime soon!


Senior Front-End Software Developer

What projects are you most excited about?

I’ve been working on our Content Delivery System and have had the opportunity to work with stakeholders I wouldn’t normally interact with. The new system is a completely new set of workflows that we had to take a unique approach to developing, so it’s been a perfect combination of cool and challenging.


Full Stack Developer

How does the company support your career growth?

In the 2+ years since I started as a part-time employee, RedShelf has always given me space to challenge myself and leverage my strengths. I've worked in three roles across two departments and feel like I'm truly growing alongside the company.


Account Executive

How do you empower your team to be more creative?

It's critical that you encourage an environment of experimentation. People should never be punished for taking risks or making mistakes as long as they're learning and growing. As a product-focused company, the creativity for new ideas exists when your team is comfortable with failure and understands that success can be measured by what we learned.


Chief Technology Officer

How does your team reward individual success?

Redshelf isn't an ego-driven or "ninja"/"Superstar"-focused team culture, and that's one of the things I appreciate most about the company. We succeed and fail as a team and collaborate to accomplish shared goals. Leaders at RedShelf hold themselves accountable for team performance, too.


Associate Product Manager

What are RedShelf Perks + Benefits

RedShelf Benefits Overview

On top of our competitive compensation package that includes company stock options, we offer an engaging office culture with frequent onsite and offsite events including intramural sports, happy hours, and more!

Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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