Student Experience Counselor at IMPROVLearning | Torre
Student Experience Counselor
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IMPROVLearning

Student Experience Counselor

IMPROVLearning
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Emma
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Full-time

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Remote (for Mexico residents)
Remote (for Bolivia residents)
Remote (for Argentina residents)
Remote (for Costa Rica residents)
Posted 3 months ago

Responsibilities

Role and Responsibilities This role is responsible for delivering efficient, high-quality support across multiple channels while ensuring a seamless experience for our customers. The ideal candidate is proactive, tech-savvy, and able to balance customer empathy with productivity expectations. Experience with ticketing systems (preferably Zendesk) and handling high-volume support environments is highly preferred. 1. Handle inbound customer inquiries via chat, email, SMS, and phone in a timely and professional manner 2. Resolve customer concerns with a focus on First Contact Resolution (FCR) 3. Provide clear, concise, and accurate responses tailored to a broad customer base (including non-tech-savvy users) 4. Manage assigned tickets in Zendesk, ensuring proper tagging, categorization, and prioritization 5. Maintain strong First Response Time (FRT) and Customer Satisfaction (CSAT) performance 6. Follow up on pending cases and ensure no tickets are left unresolved 7. Identify recurring issues and trends impacting customer experience 8. Provide feedback on process improvements, chatbot flows, and help center content 9. Support initiatives to reduce contact volume and improve self-service 10. Work closely with team leads, QA, and operations to improve performance 11. Participate in coaching sessions and apply feedback consistently 12. Maintain accountability for attendance, availability, and productivity metrics Qualifications and Education Requirements 1. Minimum 3 years of phone-based customer support experience (high-volume environment preferred) 2. Experience handling chat, email, or omnichannel support alongside phone interactions 3. Strong written and verbal communication skills, with the ability to adjust tone for different channels 4. Ability to multitask and manage multiple conversations/tickets simultaneously 5. High attention to detail and accuracy when handling customer information 6. Comfortable working with structured processes, KPIs, and productivity targets
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