Careers

Summary

The Customer Support Specialist is responsible for delivering high-quality, timely support to School Pathways customers. This role manages client communication, investigates reported issues, and provides resolutions with professionalism and care. By responding rapidly and effectively, the Customer Support Specialist ensures excellent service standards, supports customer retention, and contributes to overall satisfaction across small and mid-size customers.

Key Responsibilities

Customer Communication & Issue Management

• Manage incoming customer issues and requests through multiple channels (calls, emails, and chat).
• Respond to inquiries within one business day, providing resolutions at the first point of contact whenever possible.
• Maintain accurate and updated customer records and follow-ups in HubSpot.
• Recognize and address individual customer needs with empathy and professionalism.

Escalation & Collaboration

• Escalate “at risk” accounts to the Manager of Customer Support immediately.
• Escalate technical bugs and troubleshooting issues to Tier 2 support and management within the same day.
• Collaborate with internal teams to ensure efficient resolution of customer issues.
• Adhere to established processes and procedures set forth by management.

Continuous Learning & Contribution

• Continue to learn and expand product knowledge across all School Pathways offerings.
• Work with a strong sense of urgency to ensure timely resolution of customer issues.
• Take on additional tasks and duties as assigned by the Customer Success Leadership Team.

Required Qualifications

• 1–2 years of customer support, help desk, or client service experience.
• Strong written and verbal communication skills.
• Proficiency with CRM systems (HubSpot experience preferred).
• Ability to problem-solve, adapt quickly, and handle challenging conversations with professionalism.
• Highly organized with attention to detail and follow-through.

Preferred Qualifications

• Experience supporting SaaS, EdTech, or Student Information Systems.
• Familiarity with ticketing systems (Jira) and knowledge bases.
• Previous experience collaborating with cross-functional or remote teams.

Location & Travel

• Remote position (U.S. based).
• This position follows standard business hours of 8:00 AM – 5:00 PM Pacific Time.
• Occasional travel may be required for conferences or team events (up to 10%).

Additional Information

• Target start date: October 20, 2025
• Budgeted starting salary range: $24.00 – $25.00 per hour (required in CA)