Customer Support Team Lead

Based in downtown NYC, CourseHorse is the first marketplace that helps people discover & enroll in trusted local classes, ranging from casual programs like cooking & art, to professional courses like finance and programming. We believe that learning is a lifelong pursuit, and our goal is simple: to make that pursuit easier.

CourseHorse is seeking a warm, friendly & fun Customer Ambassador to lead the charge when it comes to showing our students just how dedicated we are to helping them find the right class & to guaranteeing that they have a stellar experience learning.

You'll be just the second customer ambassador to join our team, and we'll rely on you to quickly master our existing tone, voice and process, pave the way to improve it, and help hire the next generation of service team members.

• Answer phone calls, respond to emails, and live chat with members who need help discovering, purchasing or attending their perfect class
• Help train and work with our amazing customer service ambassadors around the world to deliver excellent service to our members
• Personally reach out to members to learn about how their experience was and to further delight them
• Participate in service meetings and articulate market feedback to the entire CourseHorse team
• Proactively identify opportunities to improve our customer service, and collaborate cross functionally to achieve them
• Learn an insane amount about every aspect of building a company

• Extraordinary oral & written (chat & email) communication skills
• A high level of organization and attention to the little details that make service outstanding
• A relentless urge to improve, and a hunger for feedback
• A natural ability to lead and inspire others
• Previous experience managing a team
• Deep self-motivation and the ability to self-manage – a curiosity and independence that makes you seek out your own answers and try new things first
• Strong emotional intelligence that enables you to read and react in-the-moment to other people
• The perfect combination of professionalism & personality
• Incredible poise & patience
• Above all, a positive, can-do attitude and extraordinary hustle
• A bachelor's degree (highly preferred)
• 1-2 years previous customer service experience