Member Support Unicorn

What you will be doing

You will help us achieve our vision to become the best and most recognized design school on the planet. We’re not just saying that. We mean it very seriously, and we’ve come a long way on that road. 

Ahead of you is a highly rewarding and enriching journey on which you will make an impact as you:

• Act as an ambassador of our brand and maintain our excellent reputation. It’s a big responsibility but also a very rewarding one!

• Serve as a point of contact for B2B and B2C customers with queries about our products, orders, onboarding delivery and contract negotiations.

• Correspond daily with our users across multiple channels, building out our FAQ/self-help repository, and troubleshooting reported issues.

• Communicate and collaborate effectively with other teams to relay customer needs, maximize retention and growth, and communicate learnings.

• Work with the development and editorial teams to improve our product offerings and the user experience of the platform.

• Be consistently hitting and exceeding your customer experience goals.

• Help shape internal processes that directly impact engagement and improve our KPIs.

• Update our internal knowledge base and contribute to department initiatives around knowledge sharing.

• Work closely with the Growth and Product teams to reduce churn and strengthen retention at every stage of each customer’s journey.

• Become our virtual face and often the first point of contact that people have with our community. So, you will be an essential part of our team—someone who directly helps our foundation grow further and further!

  
  

  About you

  • You have at least 2 years of experience in providing email-based customer or similar client-facing experience.

  • You are a confident communicator who does not hesitate to ask questions, investigate, and share your findings with the team.

  • You’re an enthusiastic problem solver, keen to keep going until the issue is solved. 

  • Your customer empathy comes through in your writing style and tone of voice and you have the ability to explain concepts clearly.

  • You’re comfortable adapting quickly and openly to changes, and keen to always learn and apply these insights to your work - with failures an inevitable part of your experiments.

  • You’re self-motivated & self-reliant with exceptional time management skills.

  • You're resilient and have the ability to bounce back when things aren’t going according to plan, providing solutions along the way.