Live Chat Customer Service Advisor

by Kay Tay | Nov 8, 2023 | Uncategorized

*This position is available for candidates residing in the following states: AL, AR, FL, GA, IN, KY, LA, MI, MO, MS, NC, NM, NV, OH, OK, PA, SC, TN, TX, WI, WV 

Live Chat Customer Service Advisor

Remote – US

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals. 

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

Student Success brings virtualized support and technology-enabled solutions to the world’s most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better educational experience for everyone by extending institutional resources to meet the growing demands of learners.

Student Success offers remote, work from home opportunities with immediate availability and schedules that offer flexibility.

Primary position responsibilities will include:

• Resolving end user inquiries by utilizing multiple technologies including chat and web-based inquiries
• Providing complete and accurate information to customers on every live chat interaction by researching account activity and notes promptly and efficiently
• Handling and resolving situations with customers in a timely and effective manner
• Assisting management with special projects relating to customer service
• Responding to all inbound chats and assisting management for the entire shift with exception of assigned break times
• Handling multiple job tasks at one time and escalating issues in a timely manner

The Candidate:

Requirements:

• Able to sit and work at a desk and on the computer for extended periods of time
• Able to maintain a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled shift
• Able to pass a typing speed test and type 50 WPM
• Ability to take inbound (voice) phone calls in a conversation-heavy environment
• Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
• High School diploma or GED
• Must be at least 18 years old
• Able to work a variable schedule, including evenings and weekends, based on call center needs
• Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills
• At least 1 year of professional customer service experience, preferably in a large Call Center environment as a chat agent
• Willing to accept a temporary assignment
• Must reside within an approved state*
• Must be able to work from home with the following internet requirements: High-speed Internet Connection (Cable, Fiber, DSL)
  • 20 Mbps Download
  • 10 Mbps Upload
  • 100ms Ping or less
  • Jitter: 40 MS or less
  • Hardwired Connection
    • Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges

Preferred skills:

• College degree or some level of college completed
• Able to easily operate a computer learning and adapt quickly to software applications
• Able to troubleshoot caller issues and provide supporting help documentation
• Committed to quality and service matrix and culture
• Able to quickly adapt to face changing situations
• Able to provide positive customer experience for customers
• Self-motivated, accountable approach combined with strong sense of teamwork
• Strong sense of customer service with enthusiastic, energetic, and professional behavior
• Good organizational skills and detail-oriented
• Excellent time management skills

Pay rate is $12/hour. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time.  

*This position is available for candidates residing in the following states: AL, AR, FL, GA, IN, KY, LA, MI, MO, MS, NC, NM, NV, OH, OK, PA, SC, TN, TX, WI, WV 

APPLY HERE

Customer Support Specialist

by Kay Tay | Nov 8, 2023 | Uncategorized

At Rinsed, We are building software to run the $15bn Car Wash industry.

We’re a B2B SaaS company, providing car washes with all the tools they need to transition to a subscription model. Modern car washes are fully-automated tunnels that can wash over 200 cars/hr, and they are moving from selling single washes to all-you-can-wash subscriptions. We are giving this $15bn underserved market the tools to manage and grow their subscription revenue.

We are a small team, who just raised our Series B from VMG Technology in addition to our Series A from Founder’s Fund and Bedrock Capital. We are currently installed at over 1,800 car washes nationally helping to manage more than 5 million car wash memberships. What we’ve built so far is just the beginning. Get to be part of the founding DNA of building a great product, a great culture, and a great company!

A Day in the Life

We are seeking a detail oriented, self-motivated candidate who is excited to work at a fast-growing startup. As the Customer Support Specialist, you will be communicating directly with users to answer support enquiries, resolve issues, manage support documentation and ensure that all customers receive an outstanding level of service. You will work closely with the Customer Success and Engineering teams to ensure a speedy diagnosis, prioritization and resolution of all issues. You will become an export in the Rinsed platform, and translate this expertise into solving customer issues.

A typical day for this position at Rinsed includes the following:

• Communicating directly with users to answer questions and address issues through email, chat, and other channels.
• Troubleshooting product issues and bugs from start to finish
• Helping customers by identifying their goals, directing them to best practices and answering product questions
• Prioritizing and managing your backlog of tickets, and staying on top of responsibilities
• Gather product feedback and share it with the engineering team
• Triage and troubleshoot at-risk accounts and manage escalations as needed
• Continuously evaluate and identify opportunities for process improvements that positively impact customers’ experience
• Most importantly, bring your energy and have fun!

About You

You are a driven, detail-oriented, team player who has empathy for the customer and takes pride in helping them get the best possible value out of the Rinsed platform. You care deeply about the success of each customer, their clients, and your teammates. You are passionate about learning and growing in a fast paced environment. While this position is either remote or onsite (NYC), the ideal candidate will also be able to work west coast hours.

You bring the following experience and expertise:

• You have a Bachelor’s degree or equivalent work experience, with 0-1+ years of experience working in support or other service-oriented customer facing roles
• You are a multi-tasker and self-starter, with strong time management and prioritization skills
• You have proven experience and success in ambiguous situations
• You have superb communication (both written and verbal)
• You have experience in managing issues through the end-to-end support lifecycle from initial customer inquiry to triage and reproducing the issue, writing effective bug reports for the development team and inquiry resolution
• You’re coachable, take extreme ownership, and trust the process
• You’re excited to work with a team of low-ego, intellectually-curious, doers

Our Investment in You

• By joining as one of our early team members, there is enormous opportunity ahead for you to have an outsized impact and shape the future of Rinsed in this role.
• Competitive salary and benefits including unlimited PTO, health / dental / vision insurance and more.
• Work closely with our founders and leadership team to drive Customer Success strategy and execute key initiatives.
• An incredible team with a great blend of hustle, productivity, and fun

Salary Range

$60,000—$85,000 USD

APPLY HERE

Customer Support Associate, Japanese 

by Kay Tay | Nov 8, 2023 | Uncategorized

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland and a remote workforce. Customer Support Associates are on the front lines working with our customers every day to ensure that issues with their account are resolved promptly. You will use your system knowledge and commitment to delivering an exceptional customer experience to solve problems for our users, but advocate for our brand.

This remote role reports to a Customer Support Team Lead. You must be able to work remotely in one of our approved US states and have both spoken and written fluency in English and Japanese (Keigo). 

You’ll Get To…

• Respond to customer-submitted live chats and email in a timely manner
• Queue-based, typing work will account for approximately 90% of the role.
• Live Chat is our primary channel of support in this role.
• Troubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiries
• Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat.
• Stay up to date on new product features and improvements
• Identify isolated customer experiences and escalate important issues.

Who We’re Looking For

• Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us.
• Bilingual fluency in English and Keigo Japanese
• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support).
• Expertise with written communication and the ability to spot spelling and grammar errors.
• Proficiency with decoding conversations, identifying the cause, and aligning on end goals.
• Capability of prioritizing competing requests.
• Familiarity with the Squarespace platform.
• Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Supplemental Insurance plans
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• Up to 20 weeks of paid family leave
• Equity plan for all employees
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $37,000 – $45,000 USD

The base salary for this position will vary based on job-related criteria including relevant skills, qualifications, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

About Squarespace

Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.

APPLY HERE

Pre-Award Grants Manager

by Kay Tay | Nov 8, 2023 | Uncategorized

Under the Executive Director of Sponsored Programs and Grants, the Grants Manager, Pre-Award performs a full range of pre-award grant administration and management services including, but not limited to: Collaboration with OSPR team members to work with the college/school faculty, other departmental representatives, and administrative colleagues to identify grant opportunities that align with research and scholarship goals and to develop and to prepare grant proposals for submission to federal, state, local, and private funding sources; interpretation of sponsor rules and guidelines; policy-making and implementation; and continuous improvement of processes for enhanced customer service.

The Grants Manager, Pre-Award is responsible for ensuring that new grant proposals are in full compliance with federal, state, and sponsor regulations and guidelines, and university policies and procedures while supporting the development and submission of highly competitive grant applications. The primary responsibility is to validate grant application compliance with proposal preparation criteria to increase the likelihood of grant funding.

The Grants Manager, Pre-Award provides pre-award administrative guidance and performs substantive review of pre award documents and grant budgets and is responsible for the application and communication of procedures designed to comply with government and private research and program grant sponsors’ regulations and guidelines and to the interpretation and application of National University procedures for adherence to sponsor regulations.

The Grants Manager, Pre-Award is organized, able to execute tenacious follow-up, and manage all the challenges of working on multiple complex grant applications simultaneously utilizing effective project management skills.

Serves as a liaison between the University PIs, the OSPR, and other internal departments to obtain the required internal approvals for submission of grant applications.

The Grants Manager, Pre-Award is responsible for creating and maintaining the highest level of customer service to the university community by reducing administrative burden on grant Project leads and researchers and improving internal operational efficiencies, while balancing institutional obligations to comply with federal, state, local government regulations and private sponsor guidelines and limitations.

Essential Functions:

 Pre-Award:

• Facilitates communication regarding emerging opportunities to the university community.
• Initiates and maintains contacts with faculty to assist them in locating pertinent external funding opportunities. Utilize web-based search processes and university search engine subscriptions to prospect, identify, and disseminate external funding opportunities to appropriate faculty (and administrators) and include in funding opportunity prospect lists.
• Research new grant opportunities for new and existing programs. Regularly compiles the Grants Hot Sheets for each School/College and other departments within National University.
• Analyzes funding opportunity announcements to understand sponsor requirements and limitations and communicates to faculty and other applicable stakeholders.
• Assists faculty in drafting administrative components of grant proposals, preparing, reviewing, and verifying proposal budgets, biographical sketches, current and pending support, administrative forms, etc. Reviews guidelines and advises faculty regarding sponsor and university requirements.
• Performs thorough review of all proposal documents (abstract, project narratives, statements of work, data management plans, facilities, equipment, and other resources lists, budget justification, etc.) offering edits and suggestions to improve document’s grammar, organization and structure, flow, clarity and cohesion, emphasis, section development, etc. to ensure compliance with and responsiveness to sponsor’s application requirements.
• Advises Principal Investigators/Project Directors relative to grant and contract rules, regulations, and procedures relative to the content of proposals given the internal and external guidelines, policies, regulations that will govern the potential award. Conducts training sessions as requested.
• Organizes proposal reviews during the development process and consults with team members to identify deficiencies and to resolve potential concerns.
• Facilitates and promotes open communication between all proposal development team members via email, voicemail, and informs all team members of meetings, deadlines, amendments to funding opportunity announcements, and changes to proposal strategy.
• Provides technical support to Principal Investigators (PIs)/Project Directors (PDs), and other grant project development team members by providing information and guidance as to the use of University Grant and Contract forms.
• Advises PIs/PDs and the OSPR Executive Director of cost share commitment requirements and potential risks.
• Collects required pre-award sub-award documentation from collaborating sub-recipients.
• Conducts a comprehensive review of the final application to ensure the proposal follows all University and Sponsor regulations, guidelines, policies, procedures, and requirements.
• Enters proposal data into sponsor enterprise application systems as applicable (e.g., grants.gov, research.gov, PRIMO, eRA Commons, ASSIST, JUSTGrants, and other agency-specific portals.)
• Works closely with other NU offices (e.g., Grant Accounting, Human Resources, Payroll, School/College Administrators, etc.) in proposal development and application approval.
• Protects the institution by assuring that completed proposals follow federal, state, agency, sponsor, and institution regulations, requirements, and policies related to grants and contracts.
• Facilitates NU institutional review, approvals, routing, and submission of proposals in collaboration with the OSPR Executive Director.
• Prepares and review documents for signature by Authorized University signatory.
• Manages multiple proposals simultaneously to meet all sponsor submission deadlines.
• Establishes and maintains official electronic database files of proposals and their respective outcomes within the applicable Cayuse Grants Management modules (Proposals, Sponsored Research, Fund Manager, Outside Interests, Human Ethics, etc.); utilizes the database as a tracking system to document submitted proposals and monitor the status of proposals as they move through internal and external review processes.
• Analyzes challenges that may have been encountered during the development of a proposal, and applies lessons learned to the next proposal; may conduct and/or participate in debriefing meetings following the receipt of sponsor agency decisions and related feedback in response to grant applications.
• Assists faculty members and Executive Director, Sponsored Programs and Research with the development, review and submission of Just-In-Time and other post submission information requests.
• May serve as a liaison between funding agencies, OSPR, and faculty and staff; participates in stakeholder meetings with OSPR Executive Director, faculty, and staff.

Compliance:

• Stays abreast of most current federal and other government and private sponsor regulations governing contract and grant administration, including 2 CFR 200, the Federal Acquisition Regulations, other applicable state laws, grant sponsors’ requirements, and university policies                        and procedures. General knowledge of laws, regulations, and policies relating to the protection of human subjects, and facilities security.
• Stays abreast of the most current operational requirements needed for the efficient and effective development, review, and execution of sponsored contracts and related agreements, including systems and personnel requirements.
• Coordinates with the Office of Human Research Protections Program staff and other university personnel to ensure effective communication, cooperation, and collaboration to ensure compliance with regulatory requirements.
• Upon recommendation and prior approval of the OSPR Executive Director, attends pre-award and/or post-award grants administration professional development workshops, trainings, seminars, and conferences to remain knowledgeable of current sponsor and University policies, procedures, and guidance to ensure compliant submissions.

Supervisory Responsibilities: N/A.

Minimum Requirements:

Education & Experience:

• Bachelor’s degree in business or public administration, accounting/finance, social sciences, or other related field required or equivalent combination of education and experience.
• Minimum of 3 years of experience working in grants administration.
• Ability to meet deadlines, manage multiple priorities, provide attention to detail (e.g., proofreading, editing, budget and narrative congruency.)
• Strong organizational and analytical skills.

Preferred Qualifications/Preparation:

• Minimum of 5 years of experience working in grants administration in a higher education setting preferred.
• Working knowledge of Cayuse Grants Management systems preferred.
• Master’s degree preferred.
• Certified Research Administrator (CRA) or Certified Pre-Award Research Administrator (CPRA) certification preferred.
• Intermediate or Advanced level proficiency with budget preparation using Microsoft Excel spreadsheets.

 Competencies/Technical/Functional Skills:

• Proficient in use of MS Office suites: Excel, Word, Outlook, PowerPoint, Adobe Acrobat Pro DC
• Working knowledge of enterprise data management applications (e.g., SOAR, People Soft, Agiloft, Workday, Cayuse)
• Excellent public speaker with willingness to engage new audiences in a discussion of the OSPR mission and impact.
• Above average written and verbal communication skills; ability to interact positively with various people within the department as well as vendors and clients.
• Strong attention to detail and ability to work well under time constraints and constantly changing priorities are critical to success in this position.
• Ability to participate as an active team member of the team and organization and work toward a common goal. Contributes fully to the team effort and plays an integral part in the smooth running of teams without necessarily taking the lead.
• Accepts personal accountability, proactively seeks resolution for personal limitations head-on; and supports honesty and respect towards others, the company and oneself.
• Actively seeks to influence, build effective relationships, and gain alignment with peers, functional partners and/or external partners to accomplish business objectives.
• Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting-edge programs/processes. Ability to generate and/or recognize imaginative or creative solutions that generate successful outcomes.
• Working knowledge, principles, and practices of office management/systems within a higher education environment, preferred. Demonstrates an understanding of underlying organizational issues.
• Ability to drive towards achieving measurable and challenging goals to support organizational success. Demonstrates the ability to focus on achieving results consistent with the organization’s objectives. As a leader, develops goals based on the organization’s vision, mission, strategic goals, and objectives.
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals of constituencies in a diverse community.
• Work independently and foster a cooperative spirit within a large and/or small team of diverse cultures, while working in a fast-paced environment with multiple deadlines and frequently changing priorities.
• Intermediate use of computers and Microsoft Office Suite Applications such as Word, Excel, Power Point, Outlook. Experience using Student Information System (SIS) such as SOAR/Peoplesoft systems.

Location: Remote

Travel:  Travel required as necessary, may include occasional university-wide/college/sc

Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

Compensation Range:Annual Salary: $63,720.00 – $86,020.00

National University is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

APPLY HERE

Proposal Writer and Manager

by Kay Tay | Nov 8, 2023 | Uncategorized

Kindbody is the leading fertility clinic network and global family-building benefits provider for employers offering the full spectrum of reproductive care from preconception to postpartum through menopause. Kindbody is the trusted fertility benefits provider for 127 leading employers, covering more than 2.7 million lives. Many thousands more receive their fertility care directly from Kindbody throughout the country at signature clinics, mobile clinics, and partner clinics. As the fertility benefits provider, technology platform, and direct provider of care, Kindbody delivers a seamless, integrated experience with superior health outcomes at lower cost, making fertility care more affordable and accessible for all. Kindbody has raised $315 million in funding from leading investors.

Founded in 2018, CB Insights recognized Kindbody as one of the world’s promising health companies. Kindbody was named to Inc.’s Best In Business list of most admired companies, Forbes Best Startup Employers, Fast Company’s Brands that Matter,  2023 Linkedin Top 50 Startups list, and Fierce Healthcare named Kindbody to its Fierce 15 list of 2022, which recognizes the most promising healthcare companies in the industry world. Kindbody was named to the 2023 CNBC Disruptor 50 list for revolutionizing the way fertility care is delivered in the U.S.

About the Role

The Proposal Writer and Manager will lead the proposal writing process from beginning to end from research to content gathering, writing to final submission. Reporting to our Chief Innovation Officer, you will be working in a fast-paced, rapidly growing environment where you will be relied on for your expertise, professionalism, attention to detail, and collaboration. This role is a full-time position and is based out of our Corporate HQ located in New York, NY or can be remote.

Responsibilities

The Proposal Writer and Manager coordinates and crafts responses for proposals and final presentations. You will write clear and persuasive content for proposals, focusing on Kindbody’s enterprise solution and unique value proposition. You are an engaging storyteller with the ability to customize proposals that speak to the unique needs of clients. You will contribute to and manage Kindbody’s internal content library, collaborating with SMEs throughout the organization. You will ensure the submission of compelling, credible proposals that bring Kindbody’s unique value proposition to life for its clients. 

• Develop a strong understanding of the fertility and family-building landscape and Kindbody’s key differentiators
• Build and coordinate proposal teams, collaborate with sales directors to build win strategies customized to RFx, draft executive summary and proposal responses, SME assignments, and review / edit proposal input from a variety of stakeholders 
• Full lifecycle proposal management, including RFx review, scorecard review, master scheduling and project management, proposal team build and coordination, and deadline management
• Responsible for developing standard operating procedures (SOPs) for the proposal process, creation and maintenance of proposal templates and content, identification of operational/process efficiencies, and development of concise and compelling proposals consistent with Kindbody’s value proposition for employers
• Build and own the Kindbody content library and collaborate with internal teams to develop new proposal content that reflects the latest evolution of our product and positioning

• Drive a scalable and repeatable response to RFP process including: knowledge database management, message writing, data collection, content synthesis, timeline management, approvals process, and reporting dashboard for program and project progress
• Partner with the broader marketing team to generate new ideas and collateral to best position Kindbody in the market and delight our prospects

Who You Are

• Bachelor’s degree in communications, marketing, english, or related field
• 5-7 years experience end-to-end management of proposals for commercial prospects
• Demonstrated experience with benefits proposals, defining and driving value proposition, messaging, copy and product summations that tell a story and sell a solution
• Strong writer with Impeccable attention to detail
• Experience in a fast-paced environment managing multiple simultaneous projects
• Strong understanding of healthcare industry
• Proficient with slide development (Keynote, Google Slides, PowerPoint) 
• Proficient with both Microsoft Suite and Google Suite
• Ability to adeptly use and navigate proposal management software platforms, including Loopio
• You must be a self-starter, with the ability to work independently and proactively identify areas of improvement and propose innovative solutions to drive results for the organization.

Perks and Benefits

Compensation Range: $110,000.00 – 120,000.00 (dependent on education and years of experience) 

Kindbody values our employees and wants to do everything to ensure that our employees are happy and professionally fulfilled, but also that they have the opportunity to be healthy. We are committed to providing a number of affordable and valuable health and wellness benefits to our full time employees, such as paid vacation and sick time; paid time off to vote; medical, dental and vision insurance; FSA + HSA options; Company-paid life insurance; Short Term + Long Term Disability options; Paid Parental Leave (up to 12 weeks fully paid dependent on years of service); 401k plans; monthly guided meditation and two free cycles of IVF/IUI or egg freezing and free egg storage for as long as you are employed.

Additional benefits, such as paid holidays, commuter transit benefits, job training & development opportunities, social events and wellness programming are also available.  We are constantly reevaluating our benefits to ensure they meet the needs of our employees.

APPLY HERE