For more information:

Email: kdoyle@bwiny.org
Kate Doyle,
Managing Director

621 DeGraw Street, Brooklyn

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Our Customer Experience Fellowship equips highly-motivated individuals from overlooked communities with the essential skills needed to succeed in a fast-paced, rewarding career in Customer Experience or Customer Support.

Our intensive training program covers over 250+ hours of training and preparation on technical & professional skills. You can count on our graduates to demonstrate the following skills:

Customer experience & support training with best-in-class technology

  • Provide exceptional customer support using Zendesk. Skills taught include creating and solving tickets, utilizing macros, and escalation procedures. All participants sit for the Zendesk Omnichannel Agent Cetification exam.
  • Responding to customers within a live chat environment including concurrent dialogues. Training on Intercom live chat inbox is included.
  • Navigating internal knowledge base systems for quick problem resolution.
  • Business communication for in-person, hybrid, and remote work settings using cloud-based collaboration tools including Google Suite and Slack.
  • Familiarity with customer support quality methods including CSAT.

Customer-focused problem solver with great communication skills.

  • Acts with a customer-first mindset during all interactions across various channels including email, chat, text, and phone.
  • Able to quickly assess problems and provide solutions to customers in line with policies and procedures.
  • Understands how and when to escalate customer concerns including technical issues.
  • Open to receiving constructive feedback and taking immediate action.
  • Equipped to work in a time-sensitive environment with multiple priorities.
  • Enjoys working with people and demonstrates empathic responses to customers and colleagues.

For more information on hiring, contact KindWork Managing Director, Kate Doyle, kdoyle@bwiny.org for more information.