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Customer Support Agent - EdTech

On-site, Hybrid
  • Amsterdam, Noord-Holland, Netherlands
Customer Support

Job description

Studocu was founded on the principle that equal access to study notes reduces inequality between students. Today, we make it easy for more than 45+ million students to share notes every month and use cutting-edge AI learning tools (like Quizzes, AI Chat, and Ask-AI) to help them ace their study goals. The product was a rocket ship from day one and has shown strong product-market fit on every continent with enviable YoY growth, making us a key player in the exploding EdTech space.

We are looking for someone with excellent communication skills, both written and spoken, as well as a knack for problem-solving and great attention to detail. At the same time, our Customer Support Agent role is not just about skills. We want to join hands with someone patient, empathetic, and who puts the customers first, even when things get hectic. If you are passionate about providing excellent customer service and love the idea of working in an international team, we would love to hear from you!

As a part of our Customer Support Team, your main task will be to support the students using Studocu’s platform. Requests can range from helping students navigate around the platform to payment inquiries and everything in between! Since we believe in scalable solutions, all of our customer interactions are happening through tickets, so no live channels are involved. As the first point of contact, your goal is to be solution-focused, empathise with students, and turn an unhappy user into a loyal customer. Additionally, you will have the opportunity to contribute to the growth of Studocu through a variety of exciting projects.

What you’ll be doing here:

  • Replying to customer emails via Zendesk and public reviews (App stores, Trustpilot and others).

  • Responding to assigned customer tickets within 24 hours.

  • Maintaining a high level of customer satisfaction.

  • Contributing to improving our FAQs and other ad hoc projects.

  • Troubleshooting technical issues with our users.

  • Staying up-to-date with our products, services, policies, and procedures to give customers the most accurate info.

  • Collaborating with other teams.

  • Providing feedback to product teams based on your interactions with users.

Why you'll love it here:

  • A close-knit team that embraces feedback and thrives on teamwork.

  • We are based in a nice and bright office in the heart of Amsterdam with a large garden, right beside the canals at the Keizersgracht.

  • A fun, diverse, and energetic international team of Business Operations.

  • A generous L&D budget you can use to broaden your skills relevant to the job.

  • Free lunch, coffee, snacks, and Friday drinks when you come to the office.

  • Your own work-from-home setup budget.

  • Access to our in-house Dutch classes.

This recruitment process:
    • Interview with Camila, our Customer Support lead and Martyna from Operations team.
    • Recruitment task to do at home.
    • Interview with either Camila (Customer Support Lead) or Martyna (Operations Manager) and Jakub (from People team).

Job requirements

  • A Bachelor's degree or equivalent experience.

  • Minimum of 2 years of experience in Customer Support with at least 1 year of experience in a tech company.

  • You speak and write fluently in English.

  • Available to start ASAP - you are an EU citizen or have a valid working permit.

  • You want to work 40 hours per week.

  • You are able to work independently and as a part of a team, at least 2 days a week from our office.

  • You are methodical, organized, focused, and diligent, and you are not afraid to work under pressure to help students.

  • Familiarity with other online educational platforms is a plus.

  • Speaking and writing fluently either in Dutch, French, or German is a plus.


Where are we

We are located in a beautiful city centre of Amsterdam. Modern-day commerce mixes with Amsterdam’s atmospheric old town in our cosy location that previously served as Woltjer Gymnasium.

Address Keizersgracht 424 Amsterdam, 1016 GC