Customer Care/Helpdesk Specialist

Operations · Emeryville, California
Department Operations
Employment Type Full-Time
Minimum Experience Experienced

Are you looking for a position where you can help affect meaningful change?

Mindful Schools is a 501(c)(3) nonprofit organization with the mission to train, guide, and connect educators on a journey to deepen their mindfulness practice and cultivate mindful learning environments that allow everyone in the school community to thrive. We do this through offering online courses and workshops, certification programs, and retreats. Since 2007, Mindful Schools has grown to be the largest globally connected community of mindful education professionals. We’ve trained more than 50,000 teachers, school leaders, and professionals who are dedicated to revolutionizing today’s learning environments by investing in their own self-care and in the well-being of their school communities.

We are a small, passionate, collaborative team with a culture that values work-life balance. We are headquartered in Emeryville, CA in a sunny, casual office environment that is centrally located and easily accessible.

Join us, and put your skills to work in service of creating a world where every young person has access to the gift of mindfulness.

Position Overview:

The Customer Care Specialist provides outstanding care and support to our customers by responding to a high volume of help desk tickets and phone calls from individuals, schools, groups, and affiliated professionals with programmatic questions, tech issues, transfer requests, cancellations, billing matters, and all other manner of inquiries. 

The ideal candidate is someone who is a proactive problem solver experienced with helpdesk or call center customer service--a good listener who is able to communicate both verbally and in writing with clarity, kindness, and professionalism. 

This role requires someone who is tech savvy, enjoys data management, and is highly organized and able to prioritize effectively--someone who is a quick learner with polished interpersonal skills for cross-departmental collaboration.

The Customer Care Specialist is a member of the Operations Team and will be cross-trained in course operations and groups enrollment, and will also hold responsibilities for the application and registration process for our year-long Mindful Teacher Certification Program (MTCP) and School Wide Implementation Program (SWIP).

This is a full-time, on-site position in our Emeryville office (remote for now due to COVID-19). The Customer Care Specialist reports to the Director of Operations. 

This position utilizes Zendesk, Moodle, Salesforce, Microsoft Office, Google Suite, SmartSheets, Slack, and Zoom.

Essential Functions

  • Provide information, resources, service, and support to a high volume of calls and Zendesk support ticket emails from individuals, schools, groups, and affiliated professionals
  • Create knowledge base articles for efficient customer communication
  • Provide registration and billing support for Year-Long programs
    • Update the SmartSheet database for MT and SWIP, which is the information center for these programs for all other departments to track:
      • applications, program acceptance, registrations, and cancellations
      • Prerequisite requirements
      • Scholarships and payment plans
    • Sending out decision emails
    • Setting up payment plans and managing installments throughout the year with notices of due dates, late fees, etc.
  • Cross departmental collaboration
    • representing the concerns of our customers
    • developing or updating policies and processes
    • developing FAQs for new products/programs
  • Support Course Operations when needed
    • Online course creation in Moodle
    • Participant enrollment communications
  • Support Group Enrollment when needed
    • Assist groups with registration, transfers, cancellations, billing, completion reports, and other inquiries
  • General administration and support including but not limited to:
    • Maintain accurate records in the Salesforce CRM
    • Provide reports on number and types of help tickets received
    • Assist with CEUs and graduate level credits
    • Assist with certificates of completion
  • Special projects as needed 

Required Education, Experience, and Skills

  • Bachelor's degree
  • 5+ years experience in, and passion for, providing quality customer service
  • Experience with Zendesk, or other helpdesk system
  • Facility with CRM systems (particularly Salesforce)
  • Strong proficiency with Microsoft Office and Google Suite
  • Proficiency with spreadsheets and comfortable with large datasets
  • Tech savvy
  • Outstanding organizational and task-tracking skills
  • Excellent problem solving skills
  • Outstanding people skills, with demonstrated success communicating with and collaborating in a multidisciplinary, diverse, and dynamic team
  • Adaptability and flexibility
  • Ability to acquire, understand, navigate, and disseminate broad and comprehensive knowledge base of Mindful Schools programs, resources, and policies

Preferred Education, Experience, and Skills

  • Previous experience working for an online learning provider
  • Previous enrollment and registration experience
  • Zendesk administration experience
  • Familiarity with SmartSheet 
  • Helpdesk experience
  • Familiarity with Salesforce
  • Experience with online Learning Management Systems (particularly Moodle)
  • Familiarity with conference platforms like Zoom or GoTo Meeting
  • Facility for working with outside providers
  • A personal mindfulness practice

Additional Eligibility Qualifications

Must be eligible to work in the United States

Salary & Benefits: 

We offer a competitive salary and a generous benefits package that reflects our values, including:

  • 100% employer-paid medical, dental, vision, and life insurance
  • Flexible spending accounts (FSAs)
  • 403(b) retirement plan 
  • Generous PTO
  • And more!

To Apply:

To apply please submit the following: 

  • A cover letter expressing why this position appeals to you and how your skills and experience match our needs
  • Your résumé

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  • Location
    Emeryville, California
  • Department
  • Employment Type
  • Minimum Experience