Customer Success Specialist

About School Pathways

School Pathways is a rapidly growing education technology company providing administrative and instructional software solutions for charter schools, public districts, and county offices of education. Our products help educators more effectively administer and deliver instruction to students in virtual, alternative and independent study schools. If you are excited about joining a tight-knit team creating innovative technology to help every student to find their path to educational success, apply today.


Position Overview

The Customer Support Rep understands the value of good communication skills and effective problem-solving. This role is confident at client communication and investigating when they don’t have enough information to answer customer questions or resolve complaints. T The goal of this role is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. To be successful in this role, previous help desk experience is preferred.

Responsibilities

  • Managing incoming requests through various channels (calls, emails and chat* (TBD on chat timing))
  • Work all correspondences and follow-ups via HubSpot
  • Recognize individual customer service needs and resolve their inquiry, provide and maintain follow-ups when necessary
  • Maintain and update customer-related information in HubSpot
  • Provide resolutions at the first point of contact, avoiding transferring the call or having to call the client back if possible
  • Continue to learn and grow in product knowledge of all areas of School Pathways offerings
  • Escalate “at-risk” accounts to management immediately
  • Work with a sense of urgency to get resolution
  • Respond to all inquiries within 1 business day
  • Escalate bug and troubleshooting issues to tier 2 and management within the same day
  • Adhere to process and procedures set forth by management
  • Any other tasks and duties as deemed appropriate by the executive team at School Pathways
  • MUST WORK PST HOURS

Qualifications

  • 1 year minimum SaaS customer success experience
    Ability to learn deep, feature rich product set
    Empathy
    Must maintain long standing relationships with client base through on going touch points
    Highly responsive and organized with an emphasis on documentation
    Critical Thinker
    Team player

Benefits

  • Competitive compensation plan commensurate with background and qualifications
  • Medical, Dental and Vision Insurance
  • Generous employee vacation and company holiday schedule
  • 401K participation with company matching

To apply for this position, please submit your resume and cover letter.