Fast Facts

Aeries is seeking a full-time CX Operations Assistant to join their Customer Experience team, focusing on customer support and operational tasks to enhance student success.

Responsibilities: Key responsibilities include managing incoming customer support inquiries, overseeing the support queue, assisting with user management in the Learning Management System, and coordinating customer events.

Skills: Candidates should possess excellent communication skills, strong organizational abilities, customer service experience, and the ability to multitask in a fast-paced environment.

Qualifications: Preferred qualifications include 2+ years in a customer service role, preferably within a SaaS company, and experience working remotely or in a hybrid setting.

Location: Remote work is allowed; candidates must reside in CA, NV, OR, or WA.

Compensation: $21 - $24 / Hourly

Customer Experience (CX) Operations Assistant

All About Aeries

Aeries is a student information system (SIS) that serves millions of users throughout California and Texas. We are the fastest-growing SIS and are looking to accelerate that growth by increasing our sales in California and Texas. Our mission is to deliver data-driven, intuitive, and innovative solutions that empower communities to advance student success. Our vision at Aeries is to build a world where data empowers educators. We believe strongly in the supporting role of technology in education but recognize that there’s no replacement for the wisdom and determination of the real people supporting students’ academic successes every day. That’s why our goal is to build tools that allow educators to focus on what they do best: educating.

Aeries prioritizes quality of life, user experience, and long-term success of those we serve. We build strong, lasting, meaningful relationships with our 700+ customers and our 100 team members.

All About the Job

We’re hiring a full-time CX Operations Assistantwith a passion for customer centricity and student success to join our Customer Experience team! You’ll support the Directors of Support, Training, Implementation and Professional Services, as well as their respective department functions. You’ll manage all incoming communications, schedule and coordinate meetings and events, and provide administrative support to ensure smooth operations of the division.

Your Mission (aka Responsibilities)

• Promptly handle all customer support inquiries received via phone and other channels with excellent tone, grammar, and spelling for written communications
• Create customer support requests in the company ticketing system 
• Provide ongoing oversight to the incoming support queue, escalate urgent issues, ensure timely handling of requests, and schedule necessary calls and implementations. 
• Manage customer profiles in various internal systems, including updates of contact information, authorized callers, and implementation detail, always ensuring the maintenance of accurate and up-to-date records in internal data platforms. 
• Support the management of users within customer-facing Learning Management System (LMS), including account setup, troubleshooting access issues, and maintaining user records. 
• Assist in the planning, scheduling, and execution of customer events, such as webinars, training sessions, and conferences, while proficiently utilizing various internal platforms. 
• Document and update processes and procedures related to the Assistant role to ensure consistent and efficient ongoing execution of tasks
• Assist in day-to-day administrative tasks, including scheduling and coordinating meetings and events for the CX Leadership team 
• Perform other administrative support duties as directed by the department managers and company leadership

All About You

Your Superpowers (aka Skills)

• Excellent phone management, conversational and escalation skills
• Exceptional organizational skills with high attention to detail
• Superb time management skills and ability to multi-task and prioritize work
• Excellent communication and problem-solving skills
• Possess a customer-first, eager-to-help approach 
• Proactive and self-motivated, with a focus on process improvement
• Able to work independently while also able to stay proactively engaged with the wider team. 
• Strong focus on teamwork and being a team player
• Ability to navigate and accurately interact with multiple data platforms and systems
• Comfortable working in fast-paced environments
• Demonstrates strong writing, spelling, and grammar skills

Your Education and Experience

• 2+ years work experience in a customer service or customer support role, at a SaaS company preferred
• Experience answering customer service/support phone calls
• Experience working remote or hybrid is preferred
• High school diploma or equivalent

Position Details

FLSA: Hourly, Non-exempt

Work Hours

• Full-time
• Monday – Friday, 7:30 AM – 4:30 PM Pacific Time
• Overtime may be required on occasion

Work Location

• HQ is in Orange, California. Remote work is allowed.
• Candidate must reside in CA, NV, OR, WA

Travel Requirements

• Minimal to no travel

Physical Requirements

• Prolonged periods of sitting or standing at a desk and working on a computer.

Compensation

• $21.00 - $24.00 per hour, based on experience and skills 
• Annual discretionary bonus awarded for exceptional performance and other metric-driven initiatives
• Benefits include:
• Generous health insurance coverage (medical, dental, vision) for employees and covered dependents
• Health Savings Account with employer contributions
• 401(k) plan with up to 4% employer match
• Ample PTO with additional paid Volunteer hours
• 11 paid holidays with additional closure from Dec 25 – Jan 1
• Tuition Reimbursement Program
• Company-sponsored in-person events and virtual gatherings

Aeries’ Integrity

Aeries Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Aeries Software is unable to sponsor, or take over sponsorship of, employment visas at this time.

7:30 AM - 4:30 PM PST, Monday - Friday