Faria is a leader in international education systems & services providing an integrated systems suite across learning, admissions, school-to-home and online courses & study services to over 10,000 schools and 4 million students in over 155 countries.

We are looking for an energetic individual with at least 2 years prior customer support experience to join our Shanghai Team as a Customer Support Representative for SchoolsBuddy. In this role, you will be responsible for customer support operations in China as part of our Support & Services team. The right candidate will be a self-starter able to stay focused on their priorities while still working within a highly collaborative team, and who is willing to be creative and think outside of the box to achieve the broader team and company goals.

What you’ll learn in the first 30–45 days

1. Product knowledge, the hows and whys of using SchoolsBuddy
2. The nuts and bolts of SchoolsBuddy as a SaaS business
3. The role of support as sales and why good customer experiences matter
4. The context and workflows of international schools and how to best support them

Key Responsibilities

Customer Training

• Provide Initial Onboarding calls and support to new customers, establishing priorities, timelines and next steps
• Provide online training sessions on account set-up, you will occasionally need to travel for an onsite training within the China region
• Provide online training sessions for existing customers, potentially for new features or new use cases
• Update relevant internal systems with training notes and customer contact
• Follow up with customers to ensure successful adoption and offer further support

• Host live webinars with hundreds of guests, with clear communication & presentation skills

Customer Support

• Running WeChat, email & telephone support operations, responding to support tickets from teachers & schools admins
• Ensuring that our quality of service (e.g. support request times and resolutions) are maintained at levels of excellence
• Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer that has urgent demands and time pressure)
• Providing Quality Assurance (QA) testing for new feature deploys
• Devising ways to improve our help and support materials

A Normal Week

Over the course of a normal week, you would have:

• Responded to 100-150 WeChats.
• Responded to 50-75 support emails.
• Talked with 10–15 schools by phone.
• Conducted 10-20 online training sessions (including Onboarding calls)
• Updated 1–2 help tutorials.
• Relayed several bugs or feature requests as a result of feedback from schools.