We’re not going to lie - we love what we do. Whetstone is a New Orleans-based ed tech startup making a serious impact in public education, and we’re building out a team of passionate, focused, intelligent people who want to make an immediate impact on the lives of teachers, coaches, and school leaders. As the Support Representative, you’ll be empowered to put customers first and to not only solve problems, but proactively find ways to delight our customers by making their lives easier!
This is a position on a growing Customer Support team. In this role, you will work alongside the Customer Success team to advocate for our customers and help scale the team. You will be responsible for answering incoming support tickets with efficiency and care, all while infusing fun and your own personality into your interactions. You will also have the opportunity to strategize around more efficient ways to answer client inquiries and provide proactive solutions to common questions. You will become the face and voice of Whetstone!
Apply if you’re passionate about helping customers solve problems, increasing customer usage and capacity, and building out a top product in the ed tech space.
What your typical day might include:
Communication: You’ll be responsible for responding to customer inquiries in a timely and accurate way, via phone and help chat. You’ll identify specific customer needs and follow up with customers to ensure their technical issues are resolved.
Analysis : You will analyze support inquiries to identify pattern problems in order to speak on behalf of clients to the Customer Success and Product teams, so that they can design solutions.
Collaboration : You’ll collaborate with the Product team to report product issues and get them resolved in a timely manner. You’ll also gather customer feedback to share with the Product and Customer Success teams as they build out Whetstone’s long-term product roadmap.
Proactive Support: You’ll design help documentation and materials to proactively answer customer questions. You’ll strategize independently and alongside your Customer Success teammates to improve and enhance the Customer Success department.
Configuration: You’ll assist the Customer Success team with site configuration to ensure each customer’s platform is aligned to their needs.
Fun: You will join a team of motivated and energetic individuals who want to make work fun! You’ll learn the inner-workings of a startup, and you’ll have the opportunity to delight customers.
You may be a great fit if...
You are passionate about making a difference in education and impacting the lives of our youth. You have both a growth and a design-thinking mindset, as well as the belief that effective teaching is critical lever in improving U.S. education.
You are quick on your feet. You have the desire to work at a fast-growing start-up, and you have the drive to help build out processes from scratch.
You have excellent written and verbal communication skills. You are excited by the idea of speaking with customers each day.
You are a fierce problem solver. You tackle problems with both a 30,000 foot view and a planner to capture the details necessary to solve them.
You are technically capable. You are able to problem solve using basic technology, and you have a desire to learn more about technology (no coding required for this role).
You are solutions oriented, and you have a desire to help people. You enjoy talking with people and making their day better through positive interaction.
The Company Our cloud-based platform allows education leaders to capture, organize, analyze, and share classroom observation data in an intuitive interface, making it easy to identify teacher trends and take action to help teachers improve. We work with over 950 of the most innovative schools in the country (and a few overseas!) to accelerate teacher growth, because we know how much is at stake for kids and families. And we’re expanding. Fast. We doubled last year and are on track to do so again this year.
We offer a competitive salary, health care benefits (including vision and dental), a retirement plan, a flexible work location policy, and unlimited time off.
So what are we all about?
Making people’s lives easier : Not just for our clients, but for team members, too. Our motto is, “ It’s really easy to be really nice. ” If you’re on board with that, we’re on board with you.
Teamwork: A team is a group of people with a shared mission. Want to contribute your brainpower and hustle to helping us achieve our mission of improving teacher effectiveness and quality of worklife? Well, c’mon then!
Constant learning: We believe that everybody needs a coach. We’re committed to helping team members grow professionally to meet their career goals.
Celebrating our victories: Every Thursday afternoon you’ll find us gathering with La Croix to review our small victories for the week, and once a month we go to a neighborhood watering hole!
Work should be fun: No explanation necessary.
Whetstone is an EOE. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Apply Email your cover letter and resume to firstname.lastname@example.org with the subject line “Support Representative.” Include in your cover letter a brief statement about the best interaction you had with a customer support representative in the past 12-months.