Teacher Support Specialist

Teacher Support Specialist

VIPKid is looking for a compassionate, empathetic, energetic, passionate-about-education Teacher Support Specialist who will be responsible for supporting and advocating for our growing user base of teachers!This position will address all aspects of customer support and teacher advocacy: becoming a product/policy expert, responding to teacher requests, proactively reaching out to community leaders, delighting our users with prompt and helpful actions. Your primary role will be connected to responding to teachers daily both through email and phone calls, understanding teacher policy, service, and building trust within our teacher community.As a Teacher Support Specialist on the Community Team, you’ll work directly with our teachers, Community & Support teams in China, and PR teams. This person will be on the front-lines of teacher support and should expect to chat with hundreds of teachers each day.  Furthermore, as the person whose finger is on the pulse of the user experience, you will help communicate the voice of the teacher to other internal teams both in the US and China.This role is based in San Francisco, California.ResponsibilitiesOn any given day, you’ll be doing one or all of the following:
  • Proactively and reactively call teachers to offer support and build community
  • Respond to varied support inquiries from teachers with helpful, timely, and polished responses
  • Develop and maintain a thorough understanding of VIPKid’s product and service and become a product expert
  • Troubleshoot, diagnose, and report issues to tech and product teams
  • Produce support documentation and resources for the VIPKid Support Center
  • Deliver feedback and represent the teacher-perspective internally
  • Develop and analyze processes to help our Community/Service Team scale
  • Help develop a Community of engaged VIPKid teachers; actively empower power-users to spread their expertise and enthusiasm.
  • Work on special projects as assigned - growth opportunities exist to work closely with product and marketing teams on a variety of projects
  • Provide training to new and existing staff as needed