Customer Experience Associate

Washington, DC
Customer Relations – Customer Success
Cybrary is a venture-backed start up in College Park, MD that provides a unique multi-sided platform empowering cybersecurity and IT professionals to develop themselves in their careers. With over 2.5 million users Cybrary is well-positioned to close the employment gap in these fields. 

We are seeking a motivated, passionate Customer Experience Associate to join our team in College Park, MD. Our Customer Experience team provides exceptional service and support to the growing number of clients reaching out to us via email, chat, and by phone. The ideal candidate for this role is an exceptional communicator who is organized, can stay calm under pressure, is able to manage competing projects, and who thrives on helping customers achieve their goals. 

What you will do

    • Deliver exceptional, professional customer service support for all subscribers and enterprise users of Cybrary
    • Respond to all chat, voicemail, and email inquiries funneled through our chat system while using internal knowledge base and self-service tools to assist customers
    • Prioritize and triage chat requests, and ensure follow-up, resolution within defined Service Level Agreement (SLA) guidelines
    • Follow daily cadence for working through chat tool, prioritizing your responses and upholding SLA’s in place
    • Partner and work closely with the Customer Success, Content and Community, and Product teams for collaborative and cross-functional support
    • Identify opportunities to exceed customer expectations and improve their process and experience
    • Organize and share trends and insights in customer behavior with necessary teams
    • Improve processes and documentation

Skills you bring

    • Previous experience providing customer service experience in a fast-paced environment
    • An obsession with the customer, and a passion to go above and beyond to resolve customer issues
    • Expert communication skills - you know how to balance concise and friendly communication to ensure customer needs are met quickly
    • Inquisitive nature - you feel comfortable asking questions to ensure you have the full picture
    • Collaborative and team-oriented mindset
    • Experience with Intercom and Crisp applications a plus
Cybrary is proud to be an Equal Opportunity Employer, and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.