Customer Support Representative, OpenApply

Job Description

We are looking for an energetic, persistent go-getter with at least 2 years of prior customer support experience to join our team as a Customer Support Representative for OpenApply. In this role, you will be responsible for customer support operations in Poland as part of our customer support team. The right candidate will be a self-starter able to stay focused on their priorities while still working within a highly collaborative team, and willing to be creative and think outside the box while still aligning their work with broader team and company goals. They must be available to work during the LATAM Time Zones.

Our service commitment to schools encompasses global 24-hour telephone and e-mail support Monday through Friday, occasional weekend coverage, online and onsite training, and hosting annual conferences for admissions professionals. You will have primary responsibility for supporting our OpenApply schools during the Support Hours (available to work 9-6 COT(UTC -5)).

OpenApply is an admissions management system & CRM serving over 800 of the world’s leading international & independent schools, supporting the applicant from discovery & enquiry to admissions & enrollment.

What you’ll learn in the first 30–45 days

• Product knowledge, the hows and whys of using OpenApply
• The nuts and bolts of OpenApply as a SaaS business
• The role of support and why good customer experiences matter
• The context and workflows of international schools and how to best support them

Future Milestones

• Internalized Faria Habits & Routines.
• Internalized support & implementation processes encompassing.
• Proven Commitment during Crisis.

Key Responsibilities

• Running email & telephone support operations, responding to support tickets from teachers & schools admins
• Providing one-to-one online training sessions on account set-up, or how to best use a specific feature. You will occasionally need to travel for onsite training and events. 
• Leading our new clients through the OpenApply implementation process for training on and using the system.
• Hosting live webinars with hundreds of guests, with clear communication & presentation skills
• Ensuring that our quality of service (e.g. support request times and resolutions) is maintained at levels of excellence
• Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer that has urgent demands and time pressure)
• Providing Quality Assurance (QA) testing for new feature deploys
• Devising ways to improve our help and support materials

Over the course of a normal week, you would have:

• Responded to 150–300 support emails.
• Talked with 20–30 schools by phone.
• Set up 1-5 school accounts.
• Conducted 5–10 online trainings.
• Updated 1–2 help tutorials.
• Relayed several bugs or feature requests as a result of feedback from schools.

Requirements

Prior Experience & Requirements

• 2+ years experience in Customer Support, Customer Service, Technical Support, Account Management, Implementation Management, or similar SAAS roles.
• Strong written and oral English communication skills with careful attention to detail.
• Fluency in English and Spanish languages is required.
• Interest in EdTech and desire to make life better for families and schools.
• Eagerness, competitive attitude, & ambition to achieve.
• Demonstrated competence / Self-learning.
• Product Management experience is beneficial but not required.
• Anticipate 15-20% travel, though it may be more or less depending on personal preference.
• Right to work in Columbia.

Capabilities & Character

• Product Knowledge & Understanding of Customer ‘Jobs-to-be-Done’.
• Proficiency with all Customer Success Tools (Jira, Zendesk, Basecamp, Google Docs, Zoom, etc).
• Ability to work autonomously and collaborate with other departments on small projects and tasks. 
• Improvement is based on feedback and observation from others.
• Online Presence & Responsive Communication.
• Customer-empathy and quick resolution
• Responsibility and ownership of tasks and projects. 
• Collaboration across teams and timezones. 
• Success Metrics
• Number of tickets solved & trainings completed.
• Beating individual customer satisfaction targets & response times.
• Quality of support & guidance provided.

Career development and other business needs occasionally present themselves, even for non-traveling roles; therefore, we ask all Faria Education Group employees to maintain a valid passport.

All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex.

Please note: Only shortlisted candidates will be contacted due to a high volume of applicants.

Benefits

• Competitive salary plus eligibility for a sales team variable compensation plan
• Professional development budget
• Unlimited book budget
• Monthly health and wellness allowance
• Friendly atmosphere & team socials

ABOUT FARIA EDUCATION GROUP

For over 15 years, Faria Education Group has deeply understood the needs of schools, leveraging extensive experience in education. Our dedication to reaching every learner and inspiring every educator has supported over 10,000 schools and 4 million students across 155 countries. We are committed to driving transformative experiences for learners, educators, and families globally.

Our integrated SaaS solutions suite supports all aspects of curriculum management (Atlas), teaching and learning (ManageBac), admissions (OpenApply), and school-to-home communications (SchoolsBuddy). With an unwavering commitment to innovation, our technology meets rigorous data protection and security standards, ensuring first-class training and support.

Through our innovative online schools (Pamoja and Wolsey Hall), we provide comprehensive educational experiences with IB Diploma and Cambridge online courses, delivering high-quality education to schools and homes worldwide.

Join us in our commitment to transforming education and empowering communities worldwide.

https://www.faria.org/careers