Customer Support Specialist

TED is a nonprofit devoted to spreading ideas, usually in the form of short, powerful talks (18 minutes or less). TED began in 1984 as a conference where Technology, Entertainment and Design converged, and today covers almost all topics — from science to business to global issues — in more than 100 languages. Meanwhile, independently run TEDx events help share ideas in communities around the world.

We’re on the search for an experienced, detail-oriented and empathetic customer support specialist. TED Support helps answer inquiries and solve problems for TED’s broad community (TED.com, Conferences, TEDx, TED-Ed, and more). We sit on the Tech team, working closely with product and engineering to address customer needs. Specialists can work from anywhere with an internet connection. If you’re in the NYC area, you’re welcome to a desk at our main office in Manhattan. Many of us are remote, but this is also a team that believes there is no substitute for periodic in-person meetups. We have face-to-face tech summits about twice per year in addition to most of us attending at least one TED conference each year.

* Respond to TED’s customer support issues using in-depth knowledge of the organization * Clarify complex inquiries and direct them to the appropriate department * Advocate and prioritize user needs as they arise and create organizational awareness around key trends as they emerge * Flag site bugs or potential site improvements (such as interface changes that would resolve common confusion) * Evaluate and improve existing team tools and systems * Maintain internal and external knowledge bases

* 2-3 years of experience doing customer support, either online or in person * Excellent writing skills (with an eagle-eye for details) * The capacity to be infinitely patient * Self-starter who can manage their own time and tasks * Basic understanding of the web and comfortable working with technical terms (HTML, CDN, API) * Enjoys the pace of a startup-like environment where you may wear different hats * Experience with support tools (Desk, Zendesk, HelpScout) and bug reporting software * Excited by the prospect of constantly improving our systems for helping customers