Customer Service Agent

Job Description

Customer Service Agent

As a Customer Service Agent you will be the first voice and trusted guide for the educators and administrators who rely on Riverside Insights every day, helping them resolve questions quickly so they can stay focused on the students they serve.

At Riverside Insights, we work to grow the potential in every student, building research-backed assessments that help educators understand each learner's strengths and challenges. In this role, you make that mission tangible by ensuring every customer interaction is clear, responsive, and genuinely helpful.

This role sits on our CX team and supports customers through phone, email, and ticket channels. You will resolve issues within established service-level agreements (SLAs), educate customers on platform features, and guide them toward self-service options like ecommerce ordering. Success in this role looks like steady ticket throughput, strong quality scores, and customers who feel supported and informed.

What you will do

• Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines.
• Maintain steady daily ticket throughput while delivering positive, solution-focused service.
• Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours.
• Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps.
• Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service.
• Review QA feedback and apply improvements to maintain strong quality scores.
• Document tickets accurately and completely so that internal partners can pick up context without rework.
• Participate actively in team and business unit meetings, contributing to a collaborative support culture.
• Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time.

Requirements

Must-Have Qualifications

• Prior call center or customer service phone experience.
• Strong professional communication skills, both oral and written.
• Ability to multitask across systems, channels, and customer issues without losing accuracy.
• Ability to meet deadlines and consistently hit daily ticket and coverage targets.
• Proficiency with computers and standard support tools.
• Reliable home internet with strong speed and stability for sustained phone and ticket work.
• Strong time management, prioritization, and attention to detail.
• Openness to QA feedback and a track record of acting on it.

Preferred Qualifications

• Experience supporting customers in an education, edtech, or assessment-platform environment.
• Familiarity with ticketing platforms (such as Salesforce Service Cloud, Zendesk, or similar).
• Experience guiding customers toward self-service or ecommerce purchasing options.
• Comfort explaining technical platform features in plain, customer-friendly language.

Physical Requirements

• Remote
• Travel 1–2 times a year for off-site team meetings or conference.
• May require stationary positions (sitting or standing) for extended periods.

Disclaimer

The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.

Benefits

Why Join Our Team?

At Riverside Insights, achieving real results for students and educators is more than talk, it is what we do. As we grow, so will you, offering the chance to expand your skills on an ambitious, solution-focused team. Join us in making great work possible, where your well-being and dedication to making an impact go hand in hand. If you are ready for an ambitious, collaborative environment, Riverside is the place for you.

Benefits

• Medical, Dental, and Vision plans
• Company paid basic life and AD and D insurance
• Company paid long-term disability
• Paid Parental Leave
• Supplemental life insurance options

• Company paid Employee Assistance Program (EAP)
• Retirement plan with discretionary company matching
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Premium subscription to Calm for employee and dependents
• 33 days of company paid time off (PTO, Holidays, Wellness Days)
• Flexible work arrangements
• Tuition Reimbursement Program
• Company orientation and 30, 60, 90 Day Onboarding

Compensation

A reasonable estimate of the range for this position is $20-$21/HR USD.

This compensation range is specific to the United States, and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal pay ranges; and market data or range parameters.

Riverside Insights is an Equal-opportunity Employer

Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.