Job Description: Support Team Associate - IA
About Odyssey:
At Odyssey, parents and their students are at the heart of what we do. Providing a great experience when they reach out to us is one of our top priorities. Our work is guided by our mission of ensuring access to high-quality K-12 education for all students. We're passionate about working with states, parents, and vendors to accomplish this through direct funding of families, enabling millions of students across the country to choose their own incredible education on our platform.
About the Role:
As a Support Associate, you will be the frontline of our customer support team, providing exceptional service to our users. You will handle customer inquiries, resolve issues, and ensure a positive experience for parents and students. This role requires strong communication skills, a customer-centric mindset, and the ability to thrive in a fast-paced environment.
What You'll Do:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Resolve customer issues and complaints, escalating complex cases as needed.
- Provide accurate information about Odyssey's services and programs.
- Maintain detailed records of customer interactions and transactions.
- Collaborate with team members to improve processes and enhance the customer experience.
- Participate in training and development opportunities to enhance your skills.
- Meet performance targets and contribute to team goals.
- Stay up-to-date with company policies and product knowledge.
About You:
- 1+ years of experience in a customer support role.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Customer-focused with a positive attitude and professional demeanor.
- Ability to work independently and as part of a team.
- Proficiency in using customer support software and tools.
- Fluent in English; fluency in Spanish is preferred.
- High school diploma or equivalent; additional education or certifications are a plus.
Additional Details:
- This role is a remote position for candidates located in Iowa, U.S.
- Applicants must be currently authorized to work in the United States on a full-time basis.
- Actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range.
Our Commitment to Diversity:
Odyssey encourages individuals from diverse backgrounds to apply. We are an equal opportunity employer, committed to a fair and consistent interview process. Please inform us in your application if you require accommodation to apply for or perform your job.
Why Odyssey:
Join us if you believe in the power of education as the single most important investment we can make as Americans today. Odyssey is well-capitalized, with venture capital from leading technology investors such as Andreessen Horowitz. We are dedicated to making a massive impact in education in America.