Customer Service Representative at TakeLessons
San Diego, CA, US

The Customer Support Representative is someone our students and teachers rely on heavily to have a successful experience with TakeLessons. This is a full-time role in our office in San Diego and is responsible for ensuring that our customers have an exceptional experience by providing quick and accurate resolution to issues regarding their accounts, billing concerns, and schedules; always with a positive attitude.

Responsibilities include, but are not limited to:

- Build relationships with our customers (students and/or teachers) to create a positive TakeLessons customer experience
- Answer a high volume of incoming calls and tickets regarding customers issues or questions
- Focus on providing our customers with quality service. Including proactively reaching out to customers to ensure 100% customer satisfaction as needed
- Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; resolving the problem; following up to ensure resolution
- Troubleshoot and validate technical issues within our TakeLessons platform; document examples and report issues to Development team per the standard bug reporting policy
- High attention to detail when managing customer accounts
- Provide timely and accurate information to customers; adhere to Support service levels
- Responsible for identifying potential upsells and making recommendations to our customers about various upgrade options
- Able to resolve issues and retain customers who wish to cancel their account
- Assist with counseling and matching students with a new provider when needed
- Continually promote our new verticals to our customers
- Collaborate and work closely with other teams to meet and exceed customer's service expectations

Job Skills & Requirements:

- HS Graduate or equivalent, with some college preferred
- 1+ year's customer service experience performing similar duties in a heavy call and electronic mail volume environment
- Ability to be on the phones/computer for extended periods of time
- Strong computer competency, with the ability to easily learn new software/systems
- Excellent English grammar; Strong writing skills
- Navigate, escalate, and lead efforts on complex customer issues; must be able to handle difficult phone communications as they may arise with customers
- Ability to type 40+ WPM
- Exceptional communication and organizational skills; Well-defined critical thinking skills; Problem-- Resolution Capabilities
- A positive attitude and great work ethic
- Flexibility to work any shift, including weekends
- Self-motivated; driven and passionate
- Ability to perform all of the above duties, as well as others, with minimal supervision

Benefits and Culture

All employees are treated to a collaborative work environment with a dedicated team of entrepreneurial- and like-minded individuals who like to work hard and play hard. Full-time employees receive company benefits including medical, dental, vision, life, Paid Time Off (PTO), 401k, discounted lessons, monthly lunch and learns, quarterly book clubs and subsidized gym memberships along with paid holidays. In addition, since one of our core values is ownership mentality, all full-time employees are eligible to receive stock options.

• All applicants must apply online at:
• No phone calls or agencies, please
• Sponsorship not available
• We are an equal opportunity employer and welcome diverse backgrounds

Heidi Burns

Community Manager

Heidi joined WIN in February 2016 as Head of Community. Prior to WIN, Heidi founded Project Happy Hearts and has held positions at DocuSign, Eventbrite and H.Bloom. She studied business at Cal Poly San Luis Obispo and has her Masters in Social Entrepreneurship from University of Southern California, Marshall School of Business. As a Southern California native she enjoys spending her spare time at the beach and rooting for the Lakers.

Patrick Blute

Community Manager

Patrick Blute is from Cape Cod, Massachusetts. Before studying Sustainable Development at Columbia University, Patrick was a travel show host touring in over 54 countries. He has worked with companies such as Switch Communications, BackOffice Associates, National Geographic, and as a theatre producer in New York. He is an active alumni of the Coca-Cola Scholars Foundation and passionate about content creation, event management, and public speaking. Patrick is extremely excited to work in the intersection of technology and culture.

Jonathan Pines


jp Before joining WIN, Jonathan co-founded GiftRocket (Y Combinator W11) and was a Software Engineer at Facebook. He is also an active angel investor. Jonathan studied math at Stanford and CS at Harvard. He enjoys thinking about interesting ideas and helping founders make them happen.

Kevin Webb


kw Having grown up and been educated in Silicon Valley, Kevin has had little choice but to become completely dependent on the Internet. He studied Human Biology at Stanford, and has worked at companies such as Dash Navigation (acquired by RIM) and FunnyOrDie, as well as the Santa Clara County Public Health Department and the American Museum of Natural History in New York. Kevin’s background lies primarily in writing, web design, and social marketing, and when he’s not working on WIN, he’s generally spending time with friends or writing field shows for the Stanford Band.

Jeremy Schneider


jJeremy Schneider joined WIN as a Senior Associate in January, 2011. Prior to WIN, Jeremy was a Senior Associate Consultant at Bain & Company in San Francisco, where he focused on technology companies and worked in the Private Equity Group. He graduated Summa Cum Laude, Phi Beta Kappa from Dartmouth College, where he majored in History. He has a Master’s degree in Economic and Social History from The University of Oxford, where he was a Clarendon Scholar. Jeremy grew up in the Bay Area and is thrilled to have the opportunity to work closely with entrepreneurs and to immerse himself in the world of start-ups.

Michael Neril

Co-Founder and Affiliate

Michael has worked with technology startups for 15 years as an advisor, investor, co-founder or operator.   Michael is a co-foundmner of Webb Investment Network (“WIN”), which he launched in 2010. As Managing Director, Michael led all investment activities for the firm, focused largely on enterprise cloud applications, marketplaces, and mobile marketing platforms, investing in over 50 companies across these sectors. Prior to WIN, Michael worked at LiveOps, a cloud-based contact center and labor marketplace, where he ran business development for its next-generation virtual work marketplace.  While there, he also incubated and ran the fastest growing product line within the Company. Michael joined LiveOps after it acquired the second of two technology startups which he co-founded called Ooreka, a virtual work marketplace.  Michael started his career as an investment banker in ING Barings’ Technology Group where he primarily advised venture-backed startups on M&A and corporate finance activities. Michael is also a mentor at several startup accelerators. Michael earned a BA in International Relations from Tufts University.  

Maynard Webb


mw Maynard Webb is a 30-year veteran of the technology industry. An active leader in the technology and business community, Maynard serves as a board member, investor, philanthropist and mentor to young entrepreneurs. As the founder of the Webb Investment Network (WIN), a seed investment firm dedicated to nurturing entrepreneurs, Maynard brings his experience developing and leading high-growth companies. WIN provides its portfolio companies with mentorship and on-demand access to an affiliate network of over 80 industry experts.

Irene Webb


“iw” Irene has been involved in the tech world since 1982. After graduating Rutgers with a degree in statistics, and forecasting sales for Breck and Pine Sol products at American Cyanamid, she went on to earn her MBA from East Carolina University. Eager to begin her tech career outside of her home state of New Jersey, she took a programming job (and later finance roles) with IBM in Boca Raton, Florida where she first met Maynard. Irene later worked at Thomas Conrad and then Quantum Corp before taking leave to focus on her family. She came out of retirement in 2010 to manage WIN's finances. When not managing WIN's budget, Irene enjoys traveling and playing golf.

Katie So’Oto

Executive Assistant

“ks” Katie comes to WIN with years of administrative experience from her prior roles at Tellme, (a Microsoft subsidiary), Russell Reynolds Associates and most recently Sofinnova Ventures. She brings a wonderful, positive attitude and service oriented approach to her role. Katie is a bay area native and lives in Redwood City with her husband and four boys.

Dena Porter

Business Operations Manager

WINteamHeadshotsDPDena brings more than a decade of ‘behind-the-scenes’ productivity and organizational knowledge to the fast-flowing stream of information and infrastructure at WIN. She has held positions in Silicon Valley start-ups fusionOne and Baynote and has teamed with Maynard for years at eBay, LiveOps and now WIN. Dena is fascinated by all things technology keeping her in tune with WIN’s existing and prospective portfolio companies.