Customer Experience Specialist

About Us
Quizizz is one of the fastest-growing EdTech platforms in the world. Our team is on a mission to empower every educator to motivate every learner in the world. Our platform offers engaging and interactive quiz-based learning experiences and is used by more than 70 million people every month in over 150 countries, including 80% of U.S. schools. We have phenomenal investors, we're profitable, and we're committed to growing and improving every day.
With a commitment to fostering active learning, and taking Quizizz to more learners across the globe. If you're excited about education and international SaaS and want to build towards a mission that you can be proud of, then Quizizz is the right place for you.
About the role:
As a customer experience specialist, your primary responsibility is to help our users make the most of the Quizizz product and guide our development teams to build a better product. Our focus is always to fix customer issues with our product so that users never have to reach out to us. That is the only way that a small team like ours can support over 70 million active users.
Note: you’ll be working the US shift, i.e from 5 pm to 1 am

What you'll do

• Help Quizizz users utilise our product and achieve their goals
• Read between the lines to get to the root of customer issues and support product teams in identifying bugs and bad design
• Consolidate customer queries and educate product teams about what customers want
• Equip yourself with the knowledge and tools to troubleshoot issues on every kind of device, operating system, and browser. With millions of users in every country in the world, you will encounter every combination imaginable
• Come up with innovative ways for us to get feedback from users by setting up user forums and polls and engaging on social media
• Set up self-serve support systems like help desks, chatbots, and other innovative systems to automate support systems when possible

Who you are

• Excellent written communication skills and impeccable grammar
• Be the voice of the user
• Experience live chat support and ticket/email support platforms like Zendesk
• Experience with managing and moderating user forums is a plus