About Jack Westin
Jack Westin is a leading Medical College Admissions Test (MCAT) preparation company which is known for crafting high quality, but free, practice materials. The MCAT tests students on the scientific reasoning skills and scientific knowledge which can be learned during typical undergraduate coursework.
Our Three Principles
As we continue to grow and help students, we are guided by three major principles that we believe are vital to our community.
Attention to quality
We only create courses and practice questions that we would use. That means having the best, first-class teaching content that can possibly exist. We're not satisfied with mediocrity. We don't care about the amount of time or money it takes to get something done right. If it's not perfect, we won't stop until we believe it is. This ethos runs deep within our company.
Excellence in support
We're obsessed with our students. Their well-being and success drives us each day. Great customer service is not an afterthought. It is the most important service we can offer. We understand that our students come from different learning backgrounds. It's our mission to ensure that each one has an amazing experience.
Learn from anywhere at anytime
We are committed to building the future of education on the internet so that it is easily accessible to all students from around the world. Our dedication is to all students who want to learn, regardless of their pace, and no matter what time of the day it is.
Position: Customer Support Agent
Department: Student Support
Reports To: Lead Support Agent / Support Manager
Schedule: Shift coverage incl. some evenings/weekends
Salary: $1,300 – $2,000 per month
Jack Westin helps students earn their place in medical school. Many of the people who reach our support team are stressed, mid-application, or staring down an MCAT test date — and the message they send us often matters a great deal to them. As a Customer Support Agent, you are the person who answers. You resolve questions and requests that arrive by email, phone, and text, covering everything from how our courses work to guarantee claims to technical issues with a student’s account.
This is not a copy-and-paste job. We provide templates and a guidebook to give you a strong starting point, but every reply you send should read as though it was written for that one student — because it was. You’re expected to read the whole ticket, answer every part of it, and respond like a thoughtful human being, not a macro. If you take genuine pride in clear, warm, and complete communication, you’ll do well here.
What You’ll Do
Handle Student Communications Across Channels
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Respond to student inquiries and requests over email, phone, and text, owning each ticket from first contact through resolution.
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Read every message in full and answer all parts of it — not just the easiest or most obvious question.
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Personalize every reply. Use templates and the guidebook as a foundation, then craft each response so it speaks directly to the student’s situation, name, and tone.
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Match the student’s urgency and emotion with patience, warmth, and professionalism, even when the conversation is difficult.
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Set clear expectations on timelines and next steps, and follow up so nothing falls through the cracks.
Know the Products and Policies
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Develop deep familiarity with our course lineup (515+ Course, Intensive Course, CARS Strategy Course, and JW+), tutoring tiers, and medical school admissions services.
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Explain course features, access, scheduling, and pricing accurately and in plain language.
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Apply the guarantee and refund policies that govern each product correctly and consistently.
Process Guarantees, Accounts, and Requests
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Walk students through guarantee claims, confirm eligibility against policy, and process qualifying requests promptly.
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Handle account changes, access issues, enrollment questions, billing inquiries, and similar requests.
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Document interactions and resolutions cleanly in our help desk and CRM so the next person has full context.
Resolve Technical Issues
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Troubleshoot common platform, login, video, and access problems, and guide students to a fix step by step.
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Recognize when an issue needs to be escalated, gather the right detail, and route it to the lead agent or technical team with a clear summary.
Help Us Get Better
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Flag recurring questions, confusing policies, or broken workflows so we can fix the root cause.
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Suggest improvements to templates and guidebook content based on what you see students actually struggle with.
What We’re Looking For
Required
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Excellent written and verbal English communication — you write clearly, warmly, and correctly, with strong attention to grammar and tone.
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A genuinely service-minded, empathetic temperament; you treat every student with courtesy and respect.
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Strong reading comprehension and attention to detail — you catch every question in a ticket and answer it.
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Comfort working across email, phone, and text, and the ability to juggle multiple open conversations without losing quality.
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Reliability, follow-through, and good judgment about when to decide and when to ask.
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Comfort learning new software (help desk, CRM, and our learning platforms).
Nice to Have
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Prior experience in customer support, student services, tutoring, or a similar student-facing role.
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Familiarity with the MCAT, the medical school application process, or pre-health advising.
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Experience with tools such as HubSpot, a help desk/ticketing system, or VoIP phone software.
How Success Is Measured
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Students consistently feel heard, respected, and fully helped — reflected in satisfaction scores and feedback.
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Replies are accurate, complete, and personalized; tickets are resolved without repeated back-and-forth caused by missed questions.
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Response and resolution times meet team targets without sacrificing quality.
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Policies and guarantees are applied correctly and consistently.
