School Support Specialist

Timely • Full-time • Hybrid in Boston, Massachusetts, United States • $50,000 - $70,000 / year • 1m ago

Fast Facts

Join Timely as a School Support Specialist to provide essential app and customer support to schools and districts, contributing to innovative scheduling solutions in education.

Responsibilities: Manage day-to-day customer support inquiries, coordinate with implementation teams, analyze support trends, update help resources, and contribute to quality assurance testing.

Skills: Exceptional written communication, analytical mindset, strong organization skills, and passion for education.

Qualifications: Minimum 2 years experience in educational technology, plus familiarity with ticketing systems and fast-paced environments preferred.

Location: Boston, MA, United States

Compensation: $50000 - $70000 / Annually

Who we are

School scheduling is a hard problem, one that technology was meant to solve. Yet for decades, the master schedule has been built by hand, consuming educators’ valuable time while delivering a sub-optimal result for students. We started Timely to build the tool we wish we had when we were in schools. And today, we are changing how schools create high quality schedules for teachers and students. Timely combines groundbreaking AI technology with support from a team of expert school schedulers: saving schedulers’ time, and surfacing opportunities for leaders to unlock staff potential. Timely delivers optimized master schedules that are more efficient, accommodate diverse educator needs, and enable student access to courses and pathways that impact their lives.

Our district and school partners agree: scheduling is a key opportunity for educational innovation, and that Timely is the indispensable partner in addressing the challenge. We’re experiencing exciting growth as a company, while doubling down on our mission and people-centered approach to leveraging powerful technology. We serve districts and charter school organizations across 15+ states, growing (and renewing) at rates that lead the education technology industry. This growth has been driven by our strong product-market fit, deep understanding of education, and commitment to customer success.

About the role

As a customer support specialist at Timely, you will be the trusted first line of support for our school and district partners. You will provide both in-the-moment app support while triaging requests internally to ensure high-quality, timely responses. You will partner closely with School Success Managers as they lead school implementations, providing a cohesive support experience for our partners. You will impact the quality of our product by surfacing key support trends to our Product and Engineering team. And, as Timely grows, you will play a vital role in further defining and improving our support model.

Role & Responsibilities

Provide front-line support & ensure customer success

Manage the day-to-day support queue of customer inquiries and issues for the Timely school scheduling solution.
Provide timely, accurate, and professional resolution for general customer inquiries and issues (e.g., app navigation, functionality questions, user access/login issues, basic issue resolution, etc.), ensuring a high first-response resolution rate.
Serve as a dedicated support resource for one of our customer implementation teams, working closely with the School Success Managers (SSMs) to triage and resolve issues efficiently, escalating when necessary.

Analyze and report on customer support trends

Catalogue and categorize all inbound support requests, creating a clear, actionable picture of the types of support requests Timely receives and implications across functional areas.
Contribute to the continued evolution of our support strategy by analyzing ticket volume, resolution times, and customer feedback to develop clear recommendations for improving service delivery.

Enhance and expand Timely’s support resources

Own and update customer support resources by drafting, reviewing, and organizing help center articles and internal documentation based on recurring user questions and feature releases.
Support quality assurance by testing new features and product releases prior to launch to ensure a smooth customer experience and troubleshoot potential support issues proactively.

Play on a great team, and grow!

Pitch in wherever and whenever is needed to contribute to team success, embodying the spirit of a small and quick-moving team.

What we are looking for in candidates

The role requires someone with:

A minimum of 2 years of experience in schools or educational technology organizations, giving you foundational insight into the K-12 environment.
Exceptional written communication skills, with a proven ability to explain complex technical concepts in simple, user-friendly language.
An analytical mindset and comfort with using data (ticket trends, categorization) to inform strategic decisions.
A passion for education and improving how schools operate.

The following additional experiences are a plus:

Direct experience using a modern ticketing system (e.g., Help Scout, Intercom, Zendesk).
Experience in a fast-paced, high-growth entrepreneurial environment.

Who you are

An analytical thinker: You look beyond individual tickets to see patterns and trends, excited by the opportunity to shape a new business function using data.
A clear communicator: You are meticulous about grammar, tone, and clarity, ensuring every response is professional, empathetic, and easy to understand.
A resourceful problem-solver: You are proactive about finding the answer and possess the patience and attention to detail required for meticulous documentation.
Systematic and organized: You thrive when managing multiple priorities with frequent context-switching. You utilize strong personal organizational systems to track tasks, document updates, and ensure no detail slips through the cracks.
Highly collaborative: You are at your best in a team environment and can effectively coordinate between experts in technology, business, and systems.
Passionate about schools: You are driven to improve how schools operate and help them use their most precious resources – time, money, and talent – to best serve students.

Benefits we offer

Health: medical, dental, vision, and an employee contribution-only 401(k) plan
Flexible PTO
Personal growth: at our current early stage there will be many professional development opportunities as the company grows and evolves requiring our founding staff to grow with it