Customer Support Specialist

SchooLinks is on a mission to modernize college and career readiness. We know that when districts need support, they need answers and help in minutes, not hours. Our Support Team is responsible for providing our district partners with fast and accurate answers to their questions and issues while using SchooLinks. Our team knows the product in and out, and can help with data and configuration questions.

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).

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

A reasonable estimate of the on track earnings range for this position is $55,000 - $66,000 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant’s skills and prior relevant experience and training; licensures, degrees, and certifications; specific geographic location; internal equity; internal pay ranges; and market data/range parameters.

SchooLinks is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.