Empower advocates to provide best-in-class service and enable customer self-service by elevating our help center and knowledge base content.

The Student Advocacy Team (Customer Experience Specialist) is responsible for ensuring that SolutionInn students are provided the best service experience. We aim for transparency, simplicity, and convenience – providing help when and where needed.

As the Customer Experience Specialist, you’ll own messaging in our customer help center and internal knowledge base on the Quality and Training team. You will use these mediums as a mechanism to enhance and perfect high-impact support content for superior customer interaction with our resources and advocate team. Leverage data to measure the effects of content changes that inform the quality of your initiatives. You will have the opportunity to own content initiatives, master project management skills, and influence business leaders within your focus. You’ll also demonstrate industry knowledge and technical proficiency in your area of specialty, developing broad-based knowledge while providing consistently reliable results.

Your mission will be to foster the SolutionInn vision while contributing to a team of advocates dedicated to helping students succeed. You will be responsible for effectively diagnosing students needs by phone, chat, or email. You will deliver a support experience that delights students and meets our mission of providing best in class service to our students.

Job Responsibilities

• Own the creation, review, and iteration of content across all business units for internal and external consumers.
• Develop proven content strategies across modalities: Web-based and in-app help center, internal support knowledge base articles and flows, and macros utilized by advocates in all support channels (phone, messaging, email).
• Leverage data and feedback to inform, design, and execute strategies to improve the quality and efficiency of support content.
• Partner with listening programs to frame an understanding of sentiment and utility of our content to shape positive change.
• Work alongside Product, Training, Operations to ensure current and accurate content, provide recommendations and feedback on the impact to our users.
• Infuse SolutionInn branded voice and style in all mediums, exuding our Student Centric mission.
• Craft a robust and effective communication path to inform necessary parties when facilitating updates and/or new content.
• Promote the culture, values, and mission of SolutionInn and act as a student advocate
• Collaborate with students by email and phone to make every user successful.
• Successfully resolve complex student\\\\\\\'s needs through the use of multiple support channels. (primarily phone and chat, and occasionally email)
• Collaborate cross-functionally to identify product insights, bug reporting, and ticket trends to share with the product and engineering teams to improve the student experience.
• Works closely with the entire Product and Marketing Analysis Team to report user feedback and issues as they arise
• Monitor site to ensure all users are adhering to terms of use

Skills Required

• Track record of exceptional problem solving and conflict resolutions.
• Technical aptitude and the ability to pick up new technology quickly.
• Use diplomacy and tact to mediate high-tension situations.
• Flexible availability for working hours are a must.
• You are passionate about helping students succeed.
• Ability to actively listen, understand and summarize with clarity and simplicity in a genuine manner.
• Excellent written and verbal communication skills.
• Data savvy, experience using data to tell a story and influence decisions.
• Excellent communication skills; strong copywriting and editing capabilities.
• Ability to collaborate and problem-solve with content-based solutions.
• Ability to work independently and proactively, manage deadlines and dependencies, and navigate ambiguity.
• Highly organized and process-oriented with a future-proofing mentality.
• Ability to identify, synthesize, consolidate and communicate key trends, themes, and issues.

Required Qualifications

• Bachelors in Marketing related subjects.

Job Experience

• Up to 1 year of relevant experience is preferred.

Other Benefits

• Mobile Allowance
• Paid Time Off
• Travel Allowance
• Bonuses
• Food and Entertainment Allowances
• Company Profit Sharing
• Flexible Work Environment

Job Working Hours

10AM to 7PM