Customer Support Representative, Atlas

We are looking for an energetic, persistent go-getter with at least 2 years of prior customer support experience to join our team as a Customer Support Representative for Atlas. In this role, you will be responsible for customer support operations in Colombia as part of our customer support team. The right candidate will be a self-starter able to stay focused on their priorities while still working within a highly collaborative team, and willing to be creative and think outside the box while still aligning their work with broader team and company goals. They must be available to work during the LATAM time Zones (preferably able to work until 5 pm PST)

Our service commitment to schools encompasses global support Monday through Friday, and online and onsite training. You will have primary responsibility to support our Atlas schools during West Coast Support Hours (available to work 8-5 PST / 10-7 COL (UTC -7)).

is the leading curriculum planning platform trusted by over 6,000 schools around the world, and it provides seamless collaboration for teachers, administrators, and curriculum writers along their curriculum development journey. Initiate, revamp, and continuously refine the curriculum development process in one unified system.

What you’ll learn in the first 30–45 days

• Product knowledge, the hows and whys of using Atlas
• The nuts and bolts of Atlas as a SaaS business
• The role of support and why good customer experiences matter
• The context and workflows of America's schools and how to best support them

Key Responsibilities

• Running telephone and e-mail support operations, responding to support tickets
• Providing one-to-one online training for account set up and implementation to fit school-specific processes, or how to use a specific feature best. You will occasionally need to travel for an on-site training within the Americas region.
• Ensuring that our quality of service (e.g. support request times and resolutions) are maintained at levels of excellence
• Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer who has urgent demands and time pressure)
• Providing Quality Assurance (QA) testing for new feature deploys
• Devising ways to improve our help and support materials

A Normal Week

• Responded to 100 support emails.
• Talked with 10 schools by phone.
• Conducted 3 online trainings.
• Conducted a webinar.
• Updated help tutorials.
• Relayed bugs or feature requests to our development team as a result of feedback from schools.
• Worked on special projects that come through support quarterly (could include support video creation, stepping in to help other teams, Atlas Template creation projects, etc.).

Career Path

Various career paths are open to you, depending on skill level and interest:

• Advanced Customer Support: Organizing next-level customer success through new documentation, training programmes, and events.
• Sales & Marketing: Organizing marketing campaigns and taking responsibility for incremental sales growth.
• New Products: Moving vertically to support the launch of new products
• Management: Learning the nuts and bolts of SaaS business management and moving to a directorship with P&L responsibility.

Prior Experience & Requirements

• 2+ years of experience in Customer Support, Customer Service, Technical Support, Account Management, Implementation Management, or similar SAAS roles.
• Strong written and oral English communication skills with careful attention to detail.
• Fluency in Spanish or Arabic is a plus.
• Interest in EdTech and desire to make life better for families and schools.
• Eagerness, competitive attitude, & ambition to achieve.
• Demonstrated competence / Self-learning.
• Product Management experience is beneficial but not required.
• Anticipate 15-20% travel, though it may be more or less depending on personal preference.
• Right to work in Colombia/Mexico.

Capabilities & Character

• Product Knowledge & Understanding of Customer ‘Jobs-to-be-Done’.
• Proficiency with all Customer Success Tools (Jira, Zendesk, Basecamp, Google Docs, Zoom, etc).
• Ability to work autonomously and collaborate with other departments on small projects and tasks. 
• Improvement is based on feedback and observation from others.
• Online Presence & Responsive Communication.
• Customer empathy and quick resolution
• Responsibility and ownership of tasks and projects. 
• Collaboration across teams and time zones. 
• Success Metrics
• Number of tickets solved & trainings completed.
• Beating individual customer satisfaction targets & response times.
• Quality of support & guidance provided.

All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex.

Please note: Only shortlisted candidates will be contacted due to a high volume of applicants.

• Competitive salary plus eligibility for a sales team variable compensation plan
• Professional certification budget
• Unlimited book budget
• Monthly health and wellness allowance
• Friendly atmosphere & team socials

ABOUT FARIA EDUCATION GROUP

For over 15 years, Faria Education Group has deeply understood the needs of schools, leveraging extensive experience in education. Our dedication to reaching every learner and inspiring every educator has supported over 10,000 schools and 4 million students across 155 countries. We are committed to driving transformative experiences for learners, educators, and families globally.

Our integrated SaaS solutions suite supports all aspects of curriculum management (Atlas), teaching and learning (ManageBac), admissions (OpenApply), and school-to-home communications (SchoolsBuddy). With an unwavering commitment to innovation, our technology meets rigorous data protection and security standards, ensuring first-class training and support.

Through our innovative online schools (Pamoja and Wolsey Hall), we provide comprehensive educational experiences with IB Diploma and Cambridge online courses, delivering high-quality education to schools and homes worldwide.

Join us in our commitment to transforming education and empowering communities worldwide.