Operations Associate - Customer Support
Company: Trala, Inc
Location: Chicago
Posted on: May 28, 2023
|
|
|
Job Description:
We're headquartered in Chicago (West Loop). This is an in-person
role with the possibility of working remotely on occasion. The
first couple months are largely in-person, and can reduce to
several days in-person per week once you're working fully
independently and hitting goals.About the company:Trala is a
tech-powered online music school. Our mission is to make
world-class music education accessible to every single person on
Earth.Right now, music education is so expensive that the joy of
music is available only to the rich and urban. Imagine instead a
world where all 4 billion people who will pick up an instrument in
the next 30 years could get a world-class education. That is the
future we're creating.Our first product, Trala: Learn Violin, is a
mobile application that teaches anyone how to play violin. We do
this using movie-quality tutorial videos featuring diverse
violinists, signal processing that listens to students play their
real violins and gives instant feedback on every mistake, and a
curriculum that prioritizes accessibility and diversity.Over the
last 5 years, we have grown Trala to 500,000+ downloads, students
in 183 countries, and support from some of the most famous
violinists in the world (such as Joshua Bell). Our students are
ages 7 to 70 and live in rural Montana, Lebanon, tiny Pacific
islands, Hong Kong, and our hometown of Chicago. They're not
businesses or governments, they're people. They've dreamt of
learning violin for years and we're fulfilling those dreams.In the
next 18 months, we will grow our 1-on-1 lessons program from 2000
lessons/month to 10,000+ lessons/month, and build a best-in-class
teacher organization for violin. This is where you come in.The
role:Now: Be the primary point of contact for violin students in
both a support role as well as an advisory role. Your goal is for
Trala students to continue learning, meaning they attend lessons
(attendance) and renew month-over-month (retention) . Duties may
include assisting students in scheduling lessons, using the
curriculum and practice app, attending free group classes and
community events, or managing their subscription. You'll be
fostering student relationships by proactively touching base with
students to understand their Trala experience, their violin
journey, and if their teacher is the right fit. You will also be
helping support our team of violin teachers and handling
communications related to hiring, onboarding, and training. We will
look to you to help define and provide concierge-level service to
Trala students, teachers, and Trala leaders alike.Where it can lead
in the near future: Success in an operations role at a tech
start-up will provide exposure and potential opportunities in data
analysis, customer experience, recruitment and employee training,
workforce management, team leadership, quality assurance, and
more.Is this role right for me?You will be measured on student
retention, which is achieved by offering high-quality and proactive
support. You will be among the first in this role at Trala, and
help define and refine it.This position is for someone who can
masterfully combine technical skills with interpersonal skills.
Learning an instrument is not easy, and both busy beginner students
and new teachers may feel particularly vulnerable and prone to give
up. The person in this role understands the level of support people
in these situations need, and draws satisfaction by being superb at
providing it.The right candidate is someone who thrives on being
part of a highly motivated team, and who gets energy from being
challenged and given opportunities. They are excited to build a
department, and are ready to define what 'excellence' means within
it. They have the confidence and emotional intelligence to succeed
as a student-advisor, a problem-solver, a technician, a product
expert, and a voice of encouragement for both students and
teachers.Success on the Operations team is achieved by being
genuinely curious, by having a fine attention to detail, and by
showing eagerness to learn new tools and systems. Good
communication is a must, whether you're speaking to a frustrated
beginner musician, training a new hire, or reporting your work and
research to our founders. Success at a start-up means you'll be
surrounded by highly motivated and focused individuals with a
common goal. Work is fast and at most times challenging. Systems
and processes are not perfect. You are helping to build a company,
which requires communication, autonomy, curiosity, making
calculated judgements, and constant iteration. It also brings an
enormous amount of job satisfaction to the right person, and growth
potential.On the day-to-day, you'll serve mostly our students.
Students will need help modifying their account, rescheduling their
lessons, or solving a technical issue that is keeping them from
practicing or joining their lesson. You will follow up with
students after their first lesson just to hear how it went, and
help them develop a plan to keep making progress. You will check
in, cheer on, and reward our students.You will be part of a very
small and dedicated team. You will own this role, directly impact
company success, and work very hard punching both above and below
your weight class. In addition to the VP of Operations (direct
manager), you will work with our Head of Teaching, Lead Product
Manager, and Curriculum Manager in addition to a small handful of
other Operations folks.. You will solve complicated tasks,
recommend how to improve processes, and make a positive impact on
people around the world trying to bring music to their own lives or
their students' lives.
Keywords: Trala, Inc, Chicago , Operations Associate - Customer Support, Other , Chicago, Illinois
|
Click
here to apply!
|
