[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. SchooLinks is on a mission to modernize college and career readiness. The Support Team is responsible for providing district partners with fast and accurate answers to their questions and issues while using SchooLinks.
Responsibilities
- 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)
Skills
- Strong written and verbal communication skills
- Ability to manage multiple tickets simultaneously without sacrificing quality
- A customer-first mindset and problem-solving approach
- 1-2 years of experience in a customer support or client-facing role, preferably in SaaS
- Familiarity with support tools such as Intercom, Zendesk, or Front
Benefits
- 100% health care coverage for Employee
- 401K with company matching
- Dental & Vision
- Parental Leave
- Subsidized gym membership
- Remote work stipend
- Annual team offsite
Company Overview