Customer Success Agent

Who You Are: 

You are a mission-driven problem solver who brings empathy, clarity, and operational focus to every customer interaction. You thrive in fast-paced, dynamic environments and take pride in helping schools, educators, families, and students feel supported and heard. You’re not just reactive—you proactively identify patterns, suggest process improvements, and contribute to scalable solutions. Highly collaborative and adaptable, you’re excited to work closely with teammates and cross-functional partners to ensure our users get the most out of Air Reading. If you're energized by supporting education and enjoy being part of a team that’s building structure and impact from the ground up, we’d love to have you on board.

What You will do:

• Provide high-quality support to customer outreach via email, Google Chat, text message, and phone, ensuring all inquiries are addressed in a timely and friendly manner.
• Troubleshoot product-related issues and guide users through step-by-step solutions.
• Follow up on attendance issues and teacher-reported student issues (e.g., student behavior).
• Work directly with customers on implementation and ongoing program support.
• Escalate complex issues as needed, ensuring proper documentation and follow-up.
• Contribute to our internal knowledge base by identifying common questions or areas of confusion.
• Maintain accurate and organized records in our CRM/ticketing system.
• Assist with overflow work and participate in special projects as needed, including supporting Customer Success Manager on implementation.
• Own school reporting, including weekly feedback reports and other reports as requested.
• Proactively develop solutions as well as suggest and initiate process improvements.

What You will Need:

• The ability to work between the hours of 8 am - 8 pm Eastern Standard Time.
• The ability to work independently in a remote environment.
• Webcam use required for meetings and training.
• A quiet, secure, uninterrupted work environment during working hours.

Experience & Skills

• 1+ year in a customer-facing role, preferably in a customer support role in a school setting or other education-focused company
• High EQ—empathetic, patient, and clear.
• Comfortable with Google Workspace and/or Microsoft Office and other support tools like Freshdesk, Zendesk, or Salesforce.
• Exceptional communication skills, both written and verbal skills, attention to detail, and strong listening skills.
• Experience handling escalated phone calls and customer retention efforts through direct communication.
• Excellent organization, time-management, and prioritization skills.
• Experience in and ability to thrive in fast-paced or startup environment a must have.
• K-12 experience a plus.

• Highly collaborative, with the ability to work with others in a team environment to develop ideal solutions that ensure the growth and success of our department and organization.
• A passion for problem-solving and quality standards.
• Bilingual in Spanish is a plus (not required).

Why Join Air Reading?

• We focus solely on improving student growth. This is our North Star.
• We are working on things that have the potential to fundamentally change education—to provide everyone with an equal opportunity for high-quality instruction.
• We are self-funded and profitable. We focus on the right things for schools and kids.
• We are a high-growth, fast-paced, dynamic start-up with an amazing culture.
• We are building the core leadership team to take the company to the next level.
• We take care of our people with competitive salaries, equity, and comprehensive benefits.
• It has been an exciting journey. Will you join us?