Careers — Arthur Ventures
Customer Experience Associate at Cybrary
Washington, DC, US

Cybrary is a venture-backed start up in College Park, MD that provides a unique multi-sided platform empowering cybersecurity and IT professionals to develop themselves in their careers. With over 2.5 million users Cybrary is well-positioned to close the employment gap in these fields.

We are seeking a motivated, passionate Customer Experience Associate to join our team in College Park, MD. Our Customer Experience team provides exceptional service and support to the growing number of clients reaching out to us via email, chat, and by phone. The ideal candidate for this role is an exceptional communicator who is organized, can stay calm under pressure, is able to manage competing projects, and who thrives on helping customers achieve their goals.

What you will do

        Deliver exceptional, professional customer service support for all subscribers and enterprise users of Cybrary
        Respond to all chat, voicemail, and email inquiries funneled through our chat system while using internal knowledge base and self-service tools to assist customers
        Prioritize and triage chat requests, and ensure follow-up, resolution within defined Service Level Agreement (SLA) guidelines
        Follow daily cadence for working through chat tool, prioritizing your responses and upholding SLA’s in place
        Partner and work closely with the Customer Success, Content and Community, and Product teams for collaborative and cross-functional support
        Identify opportunities to exceed customer expectations and improve their process and experience
        Organize and share trends and insights in customer behavior with necessary teams
        Improve processes and documentation

Skills you bring

        Previous experience providing customer service experience in a fast-paced environment
        An obsession with the customer, and a passion to go above and beyond to resolve customer issues
        Expert communication skills - you know how to balance concise and friendly communication to ensure customer needs are met quickly
        Inquisitive nature - you feel comfortable asking questions to ensure you have the full picture
        Collaborative and team-oriented mindset
        Experience with Intercom and Crisp applications a plus