Customer Support Specialist

Informed K12 (formerly Chalk Schools) - San Francisco, California - Full time

Who we are

US K-12 schools spend $650 billion each year with 28% wasted on repetitive administrative tasks. At Informed K12, we’re building simple and elegant tools that tackle complex, long-standing issues in public education. Our innovative online forms and workflow platform transforms the school district back office and is being rapidly adopted by K-12 administrators across the country. We're moving tremendous amounts of time and resources back into the classroom and allowing districts to cut waste, build more organizational capacity, and make better decisions. We help school districts drive the systemic change needed to improve productivity, accountability and equity.Our founders came out of Stanford University’s Graduate School of Education. Informed K12 (formerly Chalk Schools) is one of the first companies funded by Stanford’s StartX accelerator and top education technology incubator Imagine K12 (now part of Y Combinator). Learn more about us at www.informedk12.com.

About the role

Our Support team is growing and you’re ready to come in and help us build on what makes us special: our commitment to offering a best in class, human-centered customer experience. As the owner of the customer support function on the business operations team, you will serve in the most cross-functional role in the company, acting as the critical first-line source of product knowledge, troubleshooting, and configuration help.

As resident product expert, this role will put you at the center of the action as part air traffic controller -- triaging, prioritizing, and solving customer issues as they come in -- and part wizard behind the curtain -- working behind the scenes to ensure our districts have a smooth product implementation. You are excited to help build out the systems and protocols needed to solve a critical business problem: delivering a high level of quality and consistency to both our internal team and external customers.

You are comfortable with people-centric work and are able to ask the right questions that uncover the root causes of problems, identifying things the customer might not even be aware of themselves. You’re ready to manage multiple internal and external stakeholders and understand how to navigate inter-team dynamics. In your next opportunity, it is important that you are wanting to be a key contributor to your team’s and growth, feel empowered to boldly advocate for your customers, and can build the trust of your team to make the right call.

Your responsibilities will include

  • Serve as the first line of support for all inbound requests (calls, chats, and emails) from administrative staff, teachers, and parents across our partner districts, responding both quickly to requests and with a high level of quality solutions
  • Troubleshoot product and process-related issues and drive them to resolution, escalating issues to other team members or the engineering team when needed
  • Support our Customer Success team by configuring our product to meet customer needs and troubleshooting issues while they are onsite with other districts
  • Project manage Customer Success requests and Business Operations needs, delivering exceptional service and communication, resulting in a smooth experience for internal team members
  • Obsess over systems and data integrity so we can accurately monitor and secure strong customer renewal rates
  • Design and build out support processes using both a deep understanding of district needs and quantitative data to strengthen cross-team alignment and our knowledge of customer health
  • Assist the product/engineering team with quality assurance testing for the product and creating high quality Help Center articles and videos

Who you are

  • People Focused: You seek to create and build strong relationships with people. You feel comfortable interacting with strangers in writing, on the phone, and in person. You use your expertise and knowledge to persuade others, deescalate negative emotions, and find solutions that fit the unique needs of an individual.
  • Detail-oriented: You thrive when you can check things off your list. You truly enjoy managing communications, data, and systems. You keep track of multiple projects at one time and use your expertise and context to prioritize your work in a way that best achieves the most impact for the larger picture.
  • Flexible: You understand situations aren’t always black and white, and you’re comfortable operating in grey zones. You don’t flinch when something unexpected comes your way.
  • Even-tempered: You’re able to completely engage with people, separating any previous interaction with the person or issue from what’s at hand. You understand every person deserves the best of what you have to offer and you seek to give them that every time.
  • Creative & Critical Thinker: You can find the solution to something even when it’s not immediately apparent. You identify workarounds when needed and love to stretch the limits of what the traditional use for products and technology might be.
  • Constant Learner: You seek and value feedback in order to grow and continuously improve. You rely on data to assess how you’re progressing and where you can make improvements. You master new technologies quickly and can break tasks down to teach others.
  • Mission-driven: You put the customer and the team first. You are passionate about what you’re doing and the choices you make. You can articulate the “why” for why you’re here, and understands what keeps you motivated.

Bonus

  • Experience working in a customer-facing role
  • Experience working with or in K-12 schools or districts
  • Early stage startup experience, or experience working in an entrepreneurial environment

How to apply

  • - Fill out an application for this position below.
  • We are an Equal Opportunity employer committed to a diverse and inclusive workforce. In fact, one of our four company values is “Work hard for inclusion.” We believe that our team must reflect the diversity of our customers and that a diverse team where everyone feels comfortable being themselves will be a long-term advantage. We implement policies like the Rooney rule in hiring and work with organizations such as Code2040. We actively seek out diversity and do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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Role

Operations

Experience Level

Entry Level

Informed K12 (formerly Chalk Schools)

At Informed K12, we’re building simple and elegant tools that tackle complex, long-standing issues in public education. Our innovative online forms and workflow platform transforms the school district back office and is being rapidly adopted by K-12 administrators across the country. 

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