Customer Support Specialist

About DataCamp

At DataCamp, we believe in empowering individuals and teams through data literacy. As a leading platform for data science and analytics education, we offer engaging, interactive courses designed by top experts. Our mission is to make data skills accessible to everyone, helping learners and organizations thrive in the data-driven world. With a diverse community of millions of learners, we provide a supportive and dynamic environment where you can grow your career and make an impact. Join us and be part of our journey to democratize data education!

About the Role

DataCamp is looking for a motivated, solution driven Customer Support Specialist to help us deliver world-class service to our global customer base across multiple products.

This role involves talking to our customers across a variety of contact channels, providing high quality solutions and delivering exceptional customer satisfaction.

The role also involves identifying opportunities to improve the overall customer experience, championing the Voice of the Customer and working on initiatives to continuously improve our support offering.

You'll need a keen eye for detail, passion for helping customers & the ability to critically analyse processes. A positive attitude & proactive approach go a long way in this role, as does being naturally curious and resourceful.

Responsibilities

• Provide personalised, positive & memorable customer support via email, live chat, social media & phone
• Identify and take ownership of customer issues, acting as the 'Voice of the Customer'
• Escalate product bugs and opportunities in a timely, effective manner
• Develop our internal and customer-facing documentation; such as help articles, FAQ pages & contact us forms
• Support, moderate & maintain our community platforms and review sites
• Champion DataCamp by educating customers on how best to use our products and services
• Proactively seek opportunities to improve internal processes & the wider customer experience
• Collaborate cross functionally to maintain high levels of product knowledge and share actionable customer insights
  
  

Minimum requirements:

• 1-2 years of experience working in a customer support role
• Excellent written/verbal communication skills
• High energy and positive attitude
• Ability to take initiative and ownership, but also direction
• Comfortable working in a fast-paced and dynamic environment
• Proactive self-starter who is dedicated, eager, and driven to succeed
  
  

About you

At DataCamp, we seek individuals who embody our core values of data-driven decision-making, action, transparency, ownership, and customer focus. You thrive in a fast-paced, high-performing environment and are driven by a passion for making a meaningful impact. You're adaptable, embracing change and ambiguity with enthusiasm. Your initiative and entrepreneurial spirit push you beyond just meeting targets—you aim to understand the "why" behind our goals and take ownership to drive the business forward. You're a collaborative team player who values transparency and always seeks to improve and innovate. If this sounds like you, we encourage you to apply!

Our ideal candidate:

• Is a team player
• Is a self-starter/self-learner
• Has experience providing technical support across multiple products (ideally SaaS products)
• Enjoys a fast-paced and fun working environment
• Comfortable working with a globally distributed team
• Has experience working with stakeholders and internal teams to drive product improvements
• Has experience using a ticketing system to provide email and chat support (Zendesk preferred)
  
  

Some of your key metrics include:

• Response time SLAs
• Customer satisfaction
• Adherence to support processes
• Productivity & efficiency
• Internal quality assurance
  
  

Why Datacamp?

Joining DataCamp means becoming part of a dynamic, creative, and international start-up. Here are just a few of the reasons why you'll love being on our team:

• Exciting challenges: Face new technical challenges daily, keeping your work engaging and rewarding.
• Competitive compensation: We offer a competitive salary with attractive benefits.
• Flexibility: Benefit from flexible working hours because the future is flexible!
• Continuous learning: Access a yearly learning budget for conferences & training to support your professional growth.
• Global retreats: Participate in international company retreats, fostering a global team spirit.
• Equipment: Yearly refreshment of your IT Equipment budget for your WFH setup.
• Amazing team: Collaborate with a truly exceptional team—seriously, we're awesome!
  
  

Compensation

The base salary for this position may vary based on several factors, including the approved job level. The annual base salary range for this role is $60,000-$70,000. Salary is one component of our total compensation package. This position also qualifies for equity (i.e., stock options). The benefits available for this position include flexible time off, a 401K retirement plan + matching, insurance (medical, dental, vision, life), and 11 paid holidays. We also provide paid sick time as required by state and local law. Additional benefits and perks contained in our standard employee benefits package are also offered for this position.

At DataCamp, we value diverse experiences and perspectives. If you're excited about this role but don't meet every qualification, we still encourage you to apply. We believe skills can be developed and are committed to fostering an inclusive workplace where everyone can thrive. Your unique talents and perspectives are what make our team great!

Please note - The position is REMOTE USA. You must be located in USA and be prepared to work within Eastern USA Time Zone