Customer Support Representative

IFA Paris is seeking a Customer Support Representative to join our remote support team. You'll be the first point of contact for our students and clients, helping them navigate their educational journey and resolve issues quickly. This role requires excellent communication skills, patience, and a genuine desire to help people succeed. You'll work independently from a remote location while collaborating with a distributed team across multiple time zones.

• Respond to customer inquiries via email, chat, and phone within established response time standards
• Troubleshoot technical issues with our learning platform and guide users through solutions
• Process enrollment requests, payment questions, and account management requests
• Provide information about IFA Paris programs, course content, and admission requirements
• Document all customer interactions in our support ticketing system with clear notes for follow-up
• Identify recurring issues and escalate patterns to the product and operations teams
• Handle refund requests and billing disputes according to company policy
• Follow up with customers to ensure their issues are fully resolved and satisfaction is met
• Maintain a professional and empathetic tone when dealing with frustrated or upset customers
• Assist with onboarding new students and answer questions about course access and expectations

• 1-2 years of customer support experience in an educational, SaaS, or service-based company
• Strong written and verbal communication skills in English
• Ability to work independently and manage your own schedule in a remote environment
• Proficiency with email, chat platforms, and ticketing systems
• Patient and solution-focused approach to problem-solving
• Reliable internet connection and a quiet workspace for taking calls
• Availability to work within or near EST business hours (flexibility may be available)
• High school diploma or equivalent; some college coursework preferred

• Experience supporting online education platforms or e-learning environments
• Familiarity with fashion, design, or luxury industry contexts
• Multilingual abilities (French, Spanish, or Mandarin a plus)
• Experience with Zendesk, Intercom, or similar support software
• Background in customer success or account management

• Fully remote position with flexibility to work from anywhere
• Competitive health insurance coverage
• Professional development and training opportunities
• Collaborative team environment with regular feedback and support
• Clear career path into senior support or customer success roles
• Paid time off and holiday schedule
• Access to IFA Paris educational resources and employee learning benefits