Customer Support Associate (West Coast)

Heggerty

8h•Remote

About The Position

This role serves as a frontline representative of Heggerty, providing timely, empathetic, and solutions-oriented support to our customers. You’ll help teachers, administrators, and partners get the most from our products and services, ensuring their questions are answered and their needs are met.

Requirements

Curiosity, empathy, and a passion for our mission and values
1–3 years of experience in a customer support or technical support role, ideally in an education, EdTech, or mission-driven environment.
Strong written and verbal communication skills with an emphasis on clarity, tone, and professionalism.
Proficient in using support tools and CRMs. Salesforce experience is preferred (e.g., Zendesk, HubSpot, Salesforce).
Empathetic and patient approach to problem-solving with a customer-first mindset.
Detail-oriented and organized, with the ability to manage multiple tasks and priorities effectively.
Comfortable working in a fast-paced, remote work environment.

Nice To Haves

Spanish proficiency preferred.

Responsibilities

Serve as the first point of contact for customer inquiries via email, phone, and chat, delivering prompt and helpful support.
Troubleshoot order issues, platform access, product questions, digital platform technical issues and general support needs with accuracy and empathy.
Maintain detailed records of customer interactions using our support platforms (e.g., Salesforce).
Collaborate with internal teams, including Sales, Operations, and Product, to resolve issues and ensure a seamless customer experience.
Identify and escalate recurring issues and suggest process improvements to enhance the support experience.
Support seasonal projects such as back-to-school readiness, product launches, or fulfillment surges.