Customer Support Specialist

Branching Minds - Multiple Locations - Full time

A career at Branching Minds is unlike any other. It’s not just what we do that makes BRM a great place to work, it’s who we are and how we do it that makes this place so unique. You will have the opportunity to work with our amazing team of smart and passionate people performing purpose-driven work in a fun environment. You can feel the energy and excitement from the moment you (walk through our doors) join our zoom meetings!

We are a team of seasoned educators, learning scientists, and technologists, with a proven track record in our work supporting hundreds of school districts across the US. We provide a comprehensive solution that brings together all the components of RTI/MTSS across academics, behavior and SEL, while guiding teachers and administrators through best practices to ensure fidelity of implementation and streamline the work to save everyone time and effort.

Are you energized by the idea of using innovation to reimagine education in America? If so, join our team.We come to work every day because we love what we do. You can love your job too.

In this role, you will:

  • Resolve inquiries via phone, live chat, and email by delivering exceptional customer support in accordance with our quality guidelines and consistent with our Core Values.
  • Adhere to and exceed set KPI targets and complete tasks in a timely and effective manner
  • Troubleshoot customers' issues and provide customized recommendations and solutions to enable frictionless customer engagement with the product.
  • Handle support ticket escalation and customer reported issues internally and triage them to the correct team.
  • Document customer information and recurring technical issues to support product quality programs and product development and to share with the Engineering and Product teams.
  • Analyze feature requests and product changes to ensure that feature tickets accurately capture user needs alongside Product and Engineering teams.
  • Communicate complex technical information in user-friendly ways to both technical and non-technical customers.
  • Maintain an organized, efficient, and transparent ticketing platform (we use Zendesk) to track customer issues from reporting to resolution.
  • Maintain our user-facing help center, update new content on an ongoing basis.

Ideal candidates:

  • Enjoy working in customer-facing roles where you interact with a variety of different stakeholders (teachers, school administrators, IT staff, etc.).
  • Possess a knack for understanding, implementing and evaluating new systems.
  • Exhibit good judgment, are punctual and concise with their communication when explaining technical concepts.
  • Have an understanding of educators and their day-to-day responsibilities.
  • Are good storytellers, and are able to communicate the need for what we do and who we are to new customers.

Candidates must have:

  • 2+ years of work experience in a technical support and customer facing role.
  • Strong communication skills and an ability to convey complex technical information in user-friendly ways.
  • A passion for supporting (and being patient with) teachers, administrators, and school districts.
  • The ability to quickly develop an understanding of customers’ objectives through effective listening and questioning skills and provide a customized solution.
  • The ability to learn and work with new technology platforms.
  • A desire to become a product expert.
  • Highly organized and detail oriented.
  • Excel at working in a dynamic and ever-changing environment as the business grows and evolves.

We prefer candidates who have experience:

  • Working in a preK-12 education setting.
  • With a technical support ticketing system (such as Zendesk).
  • Utilizing core customer support technology tools, including Intercom.
  • Understanding live chat etiquette and nuances.
  • Organizing and maintaining a knowledge base.

We can offer you:

  • The opportunity to be a key contributor and front-line voice of our platform in providing educators across the country with evidence-based solutions to effectively support their students;
  • Supporting some of the largest school districts across the country;
  • Competitive salary and benefits;
  • A flexible schedule and vacation policy, fully remote work; and,
  • An awesome, cross-disciplinary, mission-driven team solving meaningful problems that improves the lives of educators and students.

Who We Are

We are a team of seasoned educators, learning scientists, and technologists, with a proven track record in our work supporting hundreds of school districts across the US. We provide a comprehensive solution that brings together all the components of RTI/MTSS across academics, behavior and SEL, while guiding teachers and administrators through best practices to ensure fidelity of implementation and streamline the work to save everyone time and effort.

Our Culture in Our Words

Independent, Relaxed, Ownership, Flexibility, Always Learning, Casual, Adaptable, “Best Idea Wins,” Passionate, Dedicated, Very Capable/Competent, Efficient, Communicative, Welcoming, Caring, Scrappy, Friendly, Co-operative, Agile, Supportive, Principle-Driven, Respectful, Practical, Attentive, Funny, Self-Motivated, Silly Parrots.

Our Commitment to Diversity, Equity & Inclusion

At Branching Minds, a diverse, inclusive, and equitable workplace is one where everyone, regardless of their gender, race, ethnicity, national origin, age, sexual orientation or identity, education, professional and life experiences, disabilities and abilities; feels valued and respected. We are proud to be an equal opportunity employer that is committed to continuing to create a diverse, inclusive and equitable environment.

Our Commitment to People with Disabilities

Branching Minds is committed to disability inclusion, and to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at info@branchingminds.com.

*Applicants must be currently authorized to work in the United States on a full-time basis.

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Locations

New York
Miami, Florida
Boston, Massachusetts
Atlanta, Georgia
Washington D.C., District of Columbia
Pittsburgh, Pennsylvania
Philadelphia, Pennsylvania
Baltimore, Maryland
Tampa, Florida
Orlando, Florida

Role

Operations

Experience Level

Mid Level

Branching Minds

Branching Minds is a leading K-12 edtech provider that leverages the learning sciences and technology to help school districts effectively personalize learning through enhancements to their MTSS / RTI practice.
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