Partner Support Associate

| Greater Boston Area
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Are you passionate about the power of Artificial Intelligence and the impact that empathetic AI bots can have on someone’s life?  Are you seeking a growth opportunity in a dynamic tech start-up? Then we have a role for you!

AdmitHub is the world’s first AI-powered chatbot purpose built to provide the resources, information, and self-motivations to nudge students—regardless of where they are in the process—toward taking the next step in their learning journey. And we have the research to prove it.

Our Support Associates play a crucial role in supporting both our institutional partners and the students they serve. Not only is the team responsible for answering incoming partner inquiries on a timely basis, but they also train our partners’ AI chatbots to get smarter in order to provide accurate and timely guidance to students as they navigate their way to and through college.

At the core, we value problem-solving, effective communication, and patience when delivering a world-class experience to our partners, and in turn, help them do the same with their students. 

What You’ll Do

Partner Support:

  • Develop deep knowledge of AdmitHub software platform
  • Collaborate with our partners to effectively resolve issues via tickets and phone in a timely manner
  • Answer a range of inquires from how-to questions to troubleshooting technical concerns
  • Diagnose software issues and liaise with our Product and Engineering teams to resolve them 
  • Author, organize, and continually update necessary articles for our Help Center  
  • Show composure, resilience, and flexibility as customer needs evolve and case volume changes

Bot Training:

  • Manage and build our knowledge base through direct chatbot education on topics such as: admissions, financial aid, student services, housing, and more
  • Correct our chatbots’ responses when they misunderstand student requests and ensure students are connected with appropriate university-approved resources
  • Triage and escalate any sensitive or urgent messages to the university staff
  • Work with internal teams and partners to optimize chatbot performance and provide feedback on campaign effectiveness

What You’ll Have

  • Strong written and verbal communication skills
  • Analytical and creative approach to problem-solving
  • Strong attention to detail
  • Self-starter mindset and flexibility in a fast-paced environment
  • Autonomy with a team player mentality
  • 1+ years of experience in a customer-facing role a plus
  • A passion for increasing education access for all learners a plus
  • Experience working at an admissions or financial aid office, as a tour guide, or in other university-related offices a plus

AdmitHub is committed to creating a company where all employees regardless of background can show up and feel they belong. This is an ongoing journey, and we welcome feedback on how we’re doing during your interview process. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or fitness level.

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Location

Our office is located in Downtown Crossing, but we've been working remotely since March 2020 and will continue to do so until the pandemic subsides.

What are AdmitHub Perks + Benefits

AdmitHub Benefits Overview

We have a great, comprehensive healthcare package, Flexible Time Off, paid parental leave, and more!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
AdmitHub's 401(k) retirement plan contributes 3% of an employee's annual base salary, regardless of whether they make an contribution or not, with no vesting period for the contribution.
Company Equity
Employee Stock Purchase Plan
We offer stock option grants when you start that vest over a period of 4 years.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 10 weeks of parental leave for the primary caretaker and 6 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Our remote work program includes the opportunity for employees to be full-time remote for specific positions, and all employees are encouraged to work remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Professional Development Benefits
Diversity Program
Cross functional training encouraged
Promote from within
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