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Customer Experience Manager at Brilliant.org

Location: San Francisco, CA

Department: Customer Success

Type: Contracted

Min. Experience: Mid Level

About Brilliant.org - (interview about Brilliant.org from Bloomberg TV)

Brilliant helps you master concepts in math, science, and engineering by solving fun, challenging problems. Over 4 million members have learned from our community wiki and subscription courses. Through the Brilliant network, people discover the resources they need to succeed, the dream that they can, and the allies to help them.

Our long-term vision is to build a better way for ambitious people who are building their skills to be found directly by organizations seeking talent. To learn more about Brilliant's mission, watch CEO Sue Khim's TEDx talk. To understand more about our approach to our work and products, read our principles.

 

The opportunity

We are looking for a skillful writer with customer service experience for this work-from-home email and chat support position. In this position, you'll play a critical role in ensuring user happiness. You will be joining a fun, motivated, and experienced team of entrepreneurs who are working to make a meaningful impact in the world.

 

This is you:

  • Excellent written communication skills
  • Genuinely enthusiastic about making people's lives easier
  • High attention to detail
  • Strong understanding of internet norms and interactions
  • The ability to understand sometimes complicated scenarios and respond with well-thought-out written solutions
  • The ability to work reliably and independently from home
  • Confident about taking on a versatile role and learning new skills as needed
  • Wants to work in a fast-paced startup environment
  • A well-written cover letter stating why you're excited to work for Brilliant

 

Responsibilities:

  • Being proactive and systematic about creating a great user support experience, including making proposals for how to improve existing processes
  • Using your excellent written communication skills to respond to customer inquiries in an upbeat and timely fashion
  • Troubleshooting problems and providing explanations via email and chat, and updating our support pages with answers to common questions
  • Reviewing and moderating content, including occasionally removing harassing users from the site
  • Working from your home computer 15-20 hours per week. Schedule is mostly flexible, but we will need a commitment to working one four-hour shift over the weekend and overlapping with the San Francisco office during business hours for some days during the week.

 

This position pays $30/hour.

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