The InteDashboard team at CognaLearn works with over 100 institutes across the world who use team-based learning to make their classes more engaging. Our software minimizes much of the administrative effort involved in setting up a team-based learning class. Most of our customers are faculty at universities across the US, UK, Australia and Singapore who are trying to make classes more engaging and effective using team-based learning.
The customer advisor is someone who is passionate about customer success, capable of handling multiple customers while keeping things personal and excited about contributing to the success of the teachers and students. The advisor understands the importance of listening, empathy and feedback, and enjoy learning and helping others to learn.
Overview of role
Scope of work
You will be part of the Product Team that is headed by the CTO. Your role will involve the following tasks:
When customers start using InteDashboard, we help them set up their course on InteDashboard over a Zoom call. They share their screens with us while we walk them through the set-up process on InteDashboard. The goals of these calls are to:
1. Increase activation rates: Get customers to their first win so that they are more likely to adopt InteDashboard in their class.
2. Reduce support volume: Customers come across fewer roadblocks and frustrations if they are properly trained to use the product. With onboarding, we hope to educate the customers about the product to an extent where frequently asked questions are answered before they arise.
Onboarding a customer is typically done over two to three Zoom sessions where we first teach them a few basic functions, and then move on to more advanced functions.
Check in calls
Once a customer has been onboarded and has started teaching with InteDashboard, we schedule weekly check-in calls with them for the two to three weeks after they start teaching. This ensures that any hiccups or problems they face are resolved within the first three weeks of their class.
Follow up for renewal
When the customers’ student licenses are close to expiring, we follow up with them to check if they would like to buy new student licenses or renew their current contract so that they can continue using InteDashboard in the following semester.
At times, customers will reach out to us over email with questions they have or problems they are facing with the product. We typically try to respond to them within 12 hours with answers to their questions. These questions are usually on how to use a particular feature, or a bug report on a feature that doesn’t seem to work the way they want it to work.
Create educational resources
We create user guides to outline the step by step process of some basic features. This helps reducing the time we spend on onboarding or answering support emails.
Communicating feedback to product and technical teams
Often, customers will come up with feature requests or suggestions about the way we should design our product. We take feature requests from customers very seriously so that we can continue to build a product that is useful for teachers. As a customer advisor, you will be communicating this feedback to the product and technical teams so that we can ensure customer requests get accommodated in the product.
Ability to work US East timing 8am to 5pm (Singapore time 8pm to 5am) or US West timing 8am to 5pm (Singapore time 11pm to 8am).
Ability to understand American and European accent.
Ability to cover for the remote customer advisors working on US and European time zones when they are on leave.
Here are some of the qualities we look for in a customer advisor:
Strong command of writing and speaking in English.
One to three years of experience in providing remote customer support for a SaaS product is advantageous.
The successful candidate of this role will need to have a computer/laptop that has the required specs to handle zoom meetings and skype listed in the link below:
Steps to Apply
Send your CV with a cover letter telling us why you should work with us, and an audio recording (mp3 format) of you reading the cover letter to email@example.com with the subject “Customer Advisor – [Insert your name]”.
*Please include the following in your cover letter:
1. Tell us why you are great, what you could bring to the table, and why you are excited to work with us;
2. Link us to your Linkedin profile if you have one; and include this paragraph at the end of the cover page:
"I hereby give consent for my personal data included in my application to be processed by CognaLearn Pte Ltd, whose registered office is 75 Ayer Rajah Crescent #01-01, Singapore 139953 for the purposes of recruitment process for the Customer Advisor, Singapore position under the Personal Data Protection Act of 29.08.1997 (Journal of Laws No. 101, Item 926 as amended)"
Only applicants who have been shortlisted for further conversation will be contacted.