[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, seeking a Customer Support Specialist to provide fast and accurate support to district partners. The role involves mastering the SchooLinks platform and assisting with troubleshooting, configuration, and support inquiries.

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

• 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

Company Overview