Customer Operations Analyst
Who We Are
Elevate K-12 is changing the way classrooms work through live, online, real-time instruction to K-12 schools. Our two main focuses are to give students the best quality instructors and get them ready for the world of the future and to give instructors, especially women, work opportunities, irrespective of zip codes. We are the new way to classroom!
What We Offer
- Competitive Compensation Offering
- Unlimited PTO & 12 Company Paid Holidays
- Strong High-Performance Based Culture with High Growth Potential
- Team Focused Culture – Team Events, Outings, Happy Hours & Recognition
- Full Benefits – Medical, Dental & Vision / 401k Plan
- Our Team of Elevaters are: Problem Solvers, Passionate, Motivated, Thirsty for Knowledge & Mission Driven
What You Will Be Doing – Customer Operations Analyst
We are seeking a Customer Operations Analyst to help support the field operations team to ensure the health of all programs and support our internal customers. This role will report to our Manager of Customer Excellence and be responsible for partnering with the field operations team to ensure consistent improvement of processes to achieve operational goals.
We have an incredible mission, team and brand at Elevate K-12, and we’re getting better every day. We have achieved an extraordinary product/market fit and have entered an exponential growth stage of the company. If all of this sounds exciting to you – We want to hear from you!
- Point person for handling escalated customer issues and resolving ongoing customer issues
- Implement customer strategies that would offer proactive customer support and strengthen customer relationships
- Oversight of ticketing system (Freshdesk) to make sure conversations are going well, workflows are running smoothly, and customer data is being maintained
- Identify opportunities to improve customer support agent workflows and CRM platform workflows; consider and test ways to automate support processes
- Help support team hit CS metrics by tracking response times, resolution times, and weekly/monthly CSAT scores
- Find and measure impact of monthly/seasonal trends to create mitigation plans and customer forecasts
- Collaborate with internal teams to build out a Knowledge Base and FAQ page to help customers become more self-service
- Partner with Field Ops team to communicate and review necessary program data and mitigate potential issues
- Partner with tech team to report bugs, feature requests, and customer trends to help enhance product roadmap
- Create internal reports to show customer insights; create customer facing documentation for school administrations
- Partner with Manager of Customer Excellence to help plan, implement and improve overall customer support strategy as the team and company continues scaling
Who You Are – Customer Operations Analyst
- 3+ years of experience in a variety of customer service/customer support roles
- Bachelor’s degree required
- Experience working with customer experience data and analytics
- Experience in high-growth start-up, highly preferred
- Strong business acumen
- Excellent communication and problem-solving skills
- Proven strategic and agile thinker with an operations focus and commitment to continuous improvement
Why Join Our Story
Elevate K-12 is tasked with an important mission: change the way K-12 classrooms and teaching work. Our organization is a radically open-minded company that is scaling fast. We are a team focused on high performance, dynamism and embodying a collaborative culture at all levels. Our teammates are able to have open, honest discussions that drive us toward our mission. Elevate K-12 is in a stage of hyper growth that will continue to open up new challenges and opportunities for our team.
We are an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, color, religion, gender (including gender identity, gender expression, change of sex, and transgender status), sexual orientation, national origin, ancestry, age, military or veteran status, physical or mental disability, medical condition, pregnancy, marital status, genetic information, or any other characteristic protected by applicable law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request.
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