About Sketchy:

Sketchy is a visual learning platform for students & professionals to effortlessly learn and recall information through art, storytelling and spaced repetition. The company was born when four medical students began creating sketched stories to distinguish and memorize similarly named viruses, and they realized that the same learning methodologies could be used across a variety of subjects.

Since its inception in 2013, Sketchy has become the premiere learning destination for medical students around the world. It’s used by 1 in 2 medical students in the United States, has an alumni base of over 300,000 students and helps students answer questions 77% faster than conventional teaching.

Sketchy is a TCG (The Chernin Group) portfolio company (joining other companies such as Headspace, Food52, Barstool Sports and Crunchyroll) and a Reach Capital portfolio company (joining other start-up companies that bring a playfulness to learning).

About the Role:

As a Customer Support Representative at Sketchy, you are the face of the company as the first point of contact for users, fielding their questions and concerns through Hubspot. You are perfect for this role if you are passionate about the customer experience and take pride in your ability to effectively and efficiently reply and resolve customer inquiries. To be successful in this role you should be an excellent communicator with the ability to manage multiple tickets at once

Working at Sketchy

We are headquartered in Los Angeles but have teammates that collaborate remotely from cities across the United States. As travel and working conditions return back to “normal”, we will find opportunities to increasingly meet and collaborate in person.  While you will always have a seat to work from our Los Angeles HQ, our transition to a remote-first company will allow you to work from the location of your choice in select states across the country

Location: This role is open to remote employees in select US states: Texas, California, New York, Hawaii, Illinois, Colorado, Massachusetts, Washington, and Washington, D.C

Key Responsibilities:

• Respond and resolve tickets in Hubspot meeting defined Time-to-Respond and Time-to-Resolve Service Level Agreements (SLAs) during business hours
• Understand the needs of our customers to proactively mitigate issues
• Identify growth opportunities
• Effectively escalate issues and communicate timelines
• Document and communicate platform issues to the Dev team
• Gather feedback and communicate insights for process, content, and/or product improvements
• Manage returns and refunds in Shopify and Shipmonk

Preferred Experience:

• Minimum 1-year experience in a customer-facing role
• Effective communicator
• Ability to manage multiple tasks in an organized and detailed manner
• Ability to work independently with a problem-solving mindset

What We Offer:

• Competitive compensation plan
• Innovative, high growth and collaborative culture
• Generous PTO package with floating holidays
• Fun team events (Monthly and virtual for now)
• Great Benefits including: Medical, dental, vision, 401k, and more

Sketchy Group LLC is an Equal Opportunity Employer. All applicants will receive consideration without discrimination on the basis of race, religion, color, sex, age, sexual orientation, marital status, national origin, disability or any other basis prohibited by applicable law