Who we are:

MasterClass is transforming online education by enabling anyone in the world to learn from the very best.  We are deconstructing what makes an actor able to cry on demand, how an athlete defies gravity, and what it takes to write a bestseller.  Our online learning content is available to students anywhere anytime, which supports our mission to ignite the greatness in others.

We are a quickly growing VC-funded startup based in San Francisco, with additional offices in Los Angeles.  We have created online classes taught by famous masters— Gordon Ramsay, Serena Williams, Neil deGrasse Tyson, Sara Blakely, David Sedaris, Bobbi Brown, Timbaland, Anna Wintour and many more to come.

Since launching in 2015, we have been growing our team. Apply now to find out more about what we are doing behind the scenes.

Responsibilities of the role: 

• Provide support internally to Tier 1 and Tier 2  support agents 
• Work with cross-functional teams (e.g., Engineering, Legal, Social Media) to resolve complex escalations and support tickets 
• Be responsible for identifying and troubleshooting complex user issues and bugs (e.g., fraud, technical bugs) and driving to resolution 
• Surface insights and trends from escalations to support reporting and analytics  
• Aid in identifying and executing against opportunities to drive process improvements that positively impact the member experience at scale
• Proactively identify opportunities to improve processes and drive down ticket volume
• Identify and execute against opportunities to drive process improvements that in return create a better user experience
• Collaborate with legal, engineering, and data to address approved DSR requests 
• Keep user  privacy top of mind in all communications
• Serve as an ambassador for the MasterClass brand in all communications/ interactions

What we are looking for:

• A customer-focused team player 
• Strong attention to detail
• Comfort with owning an end-to-end case 
• Comfortable with ambiguity and troubleshooting to find solutions
• Ability to multitask while managing multiple workflows
• Technical prowess, willingness and interested in learning about the MasterClass Product and its inner-workings 
• Experience working for a high-growth consumer brand; excels in a fast-paced environment and isn’t afraid to roll-up their sleeves when needed
• Knowledge and passion for education, online experiences and brand growth (from scratch!)

Requirements:

• 3+ years working with customers 
• Strong written and verbal communication skills
• Strong quantitative analysis skills and a data-driven approach to problem-solving
• Bachelor’s degree or equivalent work experience
• Legally eligible to work in the United States
• Exceptional verbal and written communication skills
• Strong problem-solving skills

At MasterClass, we believe we put our best work forward when our employees bring together ideas that are diverse in thought. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law. In addition, MasterClass will provide reasonable accommodations for qualified individuals with disabilities. If you have a disability or special needs, we would like to know how we can better accommodate you.