Customer Support Generalist, Academia

Salary not provided

$35.00 – $45.00 per hour

SQL

Zendesk

Zapier

Rails

Ruby on Rails

REST API

Junior and Mid level

San Francisco Bay Area

More information about location

3+ days a week in office ( Financial District, San Francisco)

A platform for academics to share research papers

Be an early applicant

A platform for academics to share research papers

201-500 employees

B2CMarketplaceEducationPublishingAnalytics

Be an early applicant

Salary not provided

$35.00 – $45.00 per hour

SQL

Zendesk

Zapier

Rails

Ruby on Rails

REST API

Junior and Mid level

San Francisco Bay Area

More information about location

3+ days a week in office ( Financial District, San Francisco)

201-500 employees

B2CMarketplaceEducationPublishingAnalytics

Company mission

To accelerate research, advance science, and transform the world.

Job

Company

Role

Who you are

Process Optimization: make our work easier and faster and proactively identify process inefficiencies and craft solutions
Communication: communicate effectively with our users, remaining kind even when they’re challenging, as well as communicate with a high degree of technical competency with our team
Autonomy & Self-Motivation: work independently and act without direction, proactively looking for ways to improve the customer experience
Technical competency: figure out how technical things work and troubleshoot technical issues
GED or high school diploma required, associates or bachelor’s preferred
Fluent in reading and writing English with excellent spelling and grammar
Demonstrable track record of process optimization and/or technical customer support
2+ years of customer support experience
Experience with CRM technology, ideally Zendesk
Experience with automation technologies such as Zapier
Experience troubleshooting bugs and writing bug reports

Desirable

Experience in academia, with the Academia.edu platform, or with educational technology
Reading or writing Ruby on Rails and/or SQL
Experience with REST APIs
Experience with internal tooling software

What the job involves

Join us as we continue to redefine what's possible in the world of research
We’re looking for a thoughtful, autonomous, and detail-oriented CUSTOMER SUPPORT GENERALIST to respond accurately and quickly to our customers, and to increase the team’s efficiency by improving both internal and external processes and documentation
Day-to-day customer support
Communicate with customers to identify their problems and find solutions in a helpful and thoughtful manner
Identify and monitor recurring issues and customer feedback, and provide weekly updates to team leadership
Process Optimization
Improve clarity, accuracy, and cohesiveness of our internal and external documentation
Solve our current inefficiencies, such as our voicemail system
Technical Improvement/Analysis
Triage and scope bugs reported by customers
Investigate and submit bugs, communicating effectively with engineering and product
External Documentation
Build out a new help center for our users

Our take

Academia.edu is pitched as a social media platform to help researchers and academics share papers for free - with over 185 million registered users and over 30 million visitors per month, it has remained an active and popular platform since its founding in 2008.

The company has had a chequered relationship with the academics it proposes to serve (and the institutions it intends to disrupt). Some claim the new paywalled suite of features runs counter to the free and open-access model; others baulk at its use of the .edu domain usually reserved for academic institutions (they registered before its use became restricted).

To overcome these obstacles, the platform continues to evolve as a key player for researchers. With future plans to launch high-impact open-access journals, develop an advanced paper recommendation system, and increase daily academic engagement. It's an exciting future, however, only time will tell how these new developments will be received.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

4% employee growth in 12 months

Glassdoor (4.3)

Trustpilot (1.3)

Company

Funding (last 2 of 6 rounds)

Feb 2022

$23m

SERIES D

Mar 2019

$16m

SERIES C

Total funding: $56.8m

Company benefits

Comprehensive Healthcare Coverage: 100% employer-paid medical, dental, and vision insurance for you and your dependents
Generous Time Off: 21 paid vacation days, 12 paid company holidays, and unlimited sick days; paid parental leave and other leaves for life’s needs; 6-week paid sabbatical every 4 years
Flexible Work Arrangements: Flexible daily schedules within a hybrid work environment, annual remote-office budget, and monthly WFH internet stipend
401k plan, and stock options

Company HQ

Financial District, San Francisco, CA

Leadership

Richard Price

(Founder & CEO)

Studied PPE at Oxford, going on to complete a PhD in Philosophy. Founded two other businesses: LiveOut.co.uk, and PeopleRadar.co.uk. For 7 years was a Fellow of All Souls College at Oxford University.

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