Customer Support Specialist

Role Overview

• Meet 5 min first response SLA for chat and 1 hour for emails, while meeting CSAT targets.
• Mastery of the SchooLinks platform and ability to troubleshoot, diagnose, and advise districts on platform logic, configuration options, and other day-to-day support topics.
• Escalation of certain support requests to product, engineering, or solutions.
• Log, track, and update chats and emails in our support tools (Intercom, Front).

Requirements

• 1-2 years of experience in a customer support or client-facing role, preferably in SaaS
• Strong written and verbal communication skills
• Familiarity with support tools such as Intercom, Zendesk, or Front
• Ability to manage multiple tickets simultaneously without sacrificing quality
• A customer-first mindset and problem-solving approach

Benefits

• 100% health care coverage for Employee
• 401K with company matching
• Dental & Vision
• Parental Leave
• Subsidized gym membership
• Remote work stipend
• Annual team offsite