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Student Success Lead

Posted Nov 21

Headquarters: San Francisco, CA

At Dataquest, we teach data science to hundreds of thousands of students worldwide. We help students deeply learn concepts, build projects, and gain the confidence to start new careers. We're all self-taught engineers, data scientists, and marketers, and we're eager to help others take the same journey that we did. Read more about our philosophy here, and read what students think here.

We're looking for someone who can help support our students in having an optimal learning experience.

This includes:
  • Owning and organizing our student support process
  • Answering non-technical questions from students over email and intercom
  • Looking up student billing and progress information using tools like stripe and mode analytics
  • Adjusting student accounts using proprietary tools and standard tools like stripe
  • Asking the appropriate team member for help on technical questions
  • Investigating bug reports, creating tickets, and messaging when bugs are fixed
  • Managing support-related tools like Intercom and Delighted
  • Coordinating with larger teams to set the correct pricing and invoice properly
  • Managing contractors who assist with student support
  • Fostering student community in forums and on Slack

Students will spend several months learning on Dataquest, and they'll typically reach out several times during their learning journey to ask technical or career based questions, report bugs, or share their stories.

We value our students highly, and we're looking for someone that can empathize with students and help them on their learning journey. We'd like to hire someone who sees student support as a learning product and a way to help students build their capabilities over time. If you get excited by helping people learn, this is a good role for you. We have an NPS of 60, and we'd like to see this go up over time.

There's substantial latitude and room to define the role and how it grows. You'll be able to do everything from defining the types of automatic messages we send to students as they learn to dreaming up new product features that will let students get help on their own. As a result, we're looking for people with previous teaching or support experience.

Although you don't need to be technical for this role, knowing some SQL, and wanting to learn more, will be a plus.

This role can be either fully remote or onsite in San Francisco. The salary range is $55k USD - $75k USD per year.

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