Customer Support Specialist

🇺🇸Remote - United States$55K–$66K/yr7h ago

K-12 Support Customer Support Technical Support Customer Success SaaS Support Troubleshooting

Summary

Customer Support Specialist at SchooLinks providing fast and accurate support to district partners using the SchooLinks college and career readiness platform. The role is critical for maintaining customer satisfaction while ensuring rapid response times to support inquiries.

Key Responsibilities: Meet SLA targets (5 min first response for chat, 1 hour for emails) while troubleshooting platform issues, diagnosing problems, and advising districts on configuration and platform logic. Log and track support tickets in tools like Intercom and Front, with escalation of complex issues to product, engineering, or solutions teams.

Skills & Tools: Strong written and verbal communication skills with proficiency in support tools such as Intercom, Zendesk, or Front. Customer-first mindset with problem-solving abilities and capacity to manage multiple tickets simultaneously while maintaining quality.

Qualifications: 1-2 years of experience in customer support or client-facing roles, preferably in SaaS environments. Demonstrated mastery of technical support platforms and ability to troubleshoot complex system issues.

Location: Remote - United States

Compensation: $55,000 – $66,000/year

Job Description

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).

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

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.