Customer Support Representative

About Voxy
Voxy is an innovative corporate training solution that has been used successfully by hundreds of corporate clients around the world to upskill their teams. Our AI-driven platform, accessed both on desktop and any mobile device, allows each learner to follow a fully personalized and highly engaging learning experience. Voxy’s comprehensive content library covers more than 45 technical and soft skill courses and 25,000+ English lessons taken from renowned resources such as the AP, the Financial Times, Bloomberg, and more. Voxy courses are accompanied by certified teachers who offer round-the-clock, remote live instruction, empowering people to improve communication, foster collaboration, and grow global businesses. Our scalable solution, facilitated by our comprehensive admin reporting dashboard, results in an effortlessly inclusive program, designed to drive results for modern learners.
You can see more details about our values here (https://voxy.com/about/careers/)
Backed by leading investors in education and technology, Voxy was founded in New York City and has teams across Brazil, Chile, Europe, Mexico, Malaysia, Thailand and the U.S.
We believe that learning a language should be fun, rewarding, and a gateway to the best experiences life has to offer. If you agree, we’d love to talk.
Team at Voxy
If you’re an outstanding Support Representative, come join us at Voxy and use your talent to help teach the world! Voxy’s Product team helps change the way millions of people around the world learn English by using sound science combined with innovative (and patented!) technology. We feature research-driven learning activities coupled with live streaming for topic-based live tutoring sessions. We use advanced technology to build a customized experience using authentic content sources from names you know (Bloomberg, AP, Financial Times and more.) Voxy’s goal is to become THE vendor of choice in the $80 billion dollar language education market and our Product team is instrumental in reaching this goal.
The Customer Support Representative will work to provide optimal support to Voxy’s customers throughout the customer lifecycle. This is an entry level position that reports to our Customer Support Lead, and together, they will find ways to provide effective, high quality support for all of Voxy’s customers.

What You'll Be Doing

• Provide support and encourage customers throughout their experience
• Share advice and tips to help customers reach their goals
• Manage large amounts of incoming emails
• Identify and assess customers’ needs
• Correctly tag customer interactions
• Act as the main point of contact for all technical related issues from customers
• Manage onboarding and setup of new customers
• Investigate and identify tech and configuration issues reported by customers
• Receive complaints and provide appropriate solutions and alternatives within time limits
• Interact with internal teams, especially Product, Customer Success, and Channel in order to solve customers' issues and questions
• Analyze most frequently requests received, propose action plans
• Join designated projects related to customer experience

What We Are Looking For

• Well-versed in customer service tools, with a track record of effectively and efficiently responding to various forms of support requests, including email and phone calls.
• A people-person that can exercise diplomacy, tact, and grace under pressure when working through customers issues
• Strong verbal and written communication skills, with expertise in writing concisely
• Ability to troubleshoot complex technical issues
• Demonstrated ability to multi-task while maintaining a strong attention to detail
• Must be patient, amiable, confident and a good listener
• Able to work 40 hours per week; shift time to be determined
• Proficiency in English

What Would Be Nice to Have

• Proficiency in Spanish or other languages a plus (can be learned on the job)
• Experience working with Zendesk and working remotely is a plus
• Interest in language language learning or in education-related fields

In addition to a rewarding job that that will directly impact how millions of students learn English, working here, you’ll enjoy:

• Competitive salary
• Remote-friendly work policies
• Language classes w/ Voxy & Fluentify
• Work with an awesome international team of super bright, creative, talented, and passionate individuals based around the world

We believe in a workplace that is meant for everyone. Voxy is an equal opportunity employer.
Voxy believes that a creative, engaged and diverse team can transform the market and positively impact people's lives through education. We are sure that the mission of building the most effective way to learn English is done with a plurality of ideas and points of view, which is why we work to promote Diversity, Equity and Inclusion initiatives in our company.
In addition to training, benchmarking, and community partnerships, we also work in alignment with our internal DEI Committee.
As a reflection of our beliefs around inclusion in the workplace, our selection process has no restrictions; our goal is to assemble a diverse team that will help us be leaders in our market.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, or marital, veteran, or disability status. Learn more about our DEI initiatives and ERGs by clicking here.