Job Description

At College Essay Guy, our goal is to bring more ease, purpose, and joy to the college application process. Our company values include deep care, practicality, insight, vulnerability, expertise, equity, community, and craft. We practice these values within our team and as we interact with others in the industry. As a part of our mission to increase access to college and higher education, we offer free, pay-what-you-can, and paid services to students of all backgrounds.

We’re looking to hire the next customer support and operations wizard to join our team.

As a core part of CEG’s operations team, you’ll help build our online courses, develop processes, create and monitor automated systems, and operate many integrated softwares. 

You’re also on the front lines of any interactions with students, parents and counselors who use our website, courses, and services.  You’re also the first friendly touchpoint for users who might get locked out of their account, need help finding a specific resource or getting a refund, are curious about working with us one-on-one, or just want to say “Thanks!” and share a heart-felt testimonial. (We love those.)

You’ll bring exceptional customer service skills, creative problem solving abilities and an excitement to contribute to and have a big impact in a small but growing team of like-minded individuals—who are the backbone of College Essay Guy. You’ll also help with account administration and counselor support on the front and back end for a new College Essay Guy service and product.

Core Responsibilities:

• Customer Support: Handle incoming support volume across multiple contact points (mostly email) for all of our products within 1-2 business days, including:
  • Account issues, purchase issues and questions, product questions, course questions or issues, website issues
  • General site questions or resource finding assistance
  • Pay-what-you-can requests
  • The occasional Zoom or phone call as necessary for more complicated issues
• Operations: Backend support for a new College Essay Guy product.
  • Feedback and testimonial collection

• • Account administration: Approving or denying online applications for a new platform, managing account access for specific products, packaging and shipping
  • Counselor Support: Account and document creation, email notifications and reminders, tracking progress, prepare documentation to send to counselors and families, feedback collection
  • Other operations tasks as needed may include: managing Google Drive files, spreadsheet work, gathering data, website front-end updates, community management or outreach, internal team meetings, etc.

Qualifications:

Qualifications Needed:

• At least 2 years experience in a customer support and/or operations role.
• We are an education-based platform and so we require strong written and verbal communication skills.
• Familiarity with Google Workspace.
• Familiarity with setting up and running no-code automations (think Zapier).
• A fast learner who can juggle many new roles, a fantastic and proactive problem solver who is detail-oriented and has a flair for organization. 
• Comfortable wearing many “hats” and taking initiative in a growing, horizontal company.

Preferred Qualifications:

• Experience working remotely with a team.
• Familiarity with various online platforms such as HelpScout, Freshdesk, SendGrid, Zoom, Gravity, Stripe, Loom, Zapier and more.
• Basic knowledge of the college application process or college list building is a bonus!

Salary, Benefits, Start Date:

• Salary range: $40K-50K a year
• Flexible PTO and sick days, health benefit stipend
• Attendance to professional development opportunities and annual team-building retreats and events
• Working with a pretty cool team (we like to think so)

This position is 100% remote.

We’re aiming for an August 1st start date, but flexible for the right person.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Job Tags: customer support and operations. Salaries: Not Disclosed.

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