School Support Specialist

SchoolMint - San Francisco, CA - Full time

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Company Description

SchoolMint provides a cloud-based student enrollment and school choice platform for close to 4,000 PreK-12 independent, charter, and district schools nationwide. Our team consists of folks who have trained at MIT, Harvard, USC, UC Berkeley, and Stanford and have previously worked at The Climate Corporation, Edmodo, Apple, Pearson, and Teach For America. Headquartered in San Francisco, SchoolMint is well funded by reputable venture capital firms such as Runa Capital, New Schools Venture Fund, Reach Capital, Kapor Capital, Crosslink Capital, and Imagine K12 as well as some amazing angel investors pioneering the technology and education world.

At SchoolMint, we work hard to build and maintain a diverse and inclusive culture and work environment. We welcome all and value every individuality because we know how advantageous diversity is to our employees, our product, and our communities.

SchoolMint is proud to be an equal opportunity employer and workplace. We are committed to equal employment opportunity regardless of race, ethnicity, color, ancestry, religion, gender identity or expression, sexual orientation, national origin, age, citizenship, marital status, disability, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Job Description

SchoolMint is a parent-school interactions platform helping schools and parents save a lot of money and time by bringing all the manual processes like enrollment, payments, communication and all other interactions on mobile and web. The School Support Specialist will focus on two key areas: helping schools realize the value they can get by adopting SchoolMint for their schools and building new relationships with potential customers.

The School Support Specialist will be responsible for making sure schools and parents have a smooth, happy experience with SchoolMint. The position will manage the entire relationship process; understanding customer needs, leading the initial implementation, and supporting customers on issues or concerns.

Ultimately, the School Support Specialist will provide excellent, attentive service, creating prompt resolution to any issues our customers face.

Key Responsibilities:

  • Work with the customer and the engineering team to lead the initial implementation of SchoolMint at a customer site.
  • Work with customers on software issues; answer support tickets & find issue resolution
  • Develop support metrics (time to resolution, quality of care, etc); hit or exceed those targets
  • Develop user guides and support documentation
  • Build new support capabilities over time as needed (social, email, phone, chat, etc)
  • Monitor trends in education and reach out to innovative districts, potential partners and teachers.

Qualifications

Basic Requirements:

  • 1-2 years experience in client/customer support role
  • Excellent verbal & written communication skills
  • Comfortable in a fluid and informal environment
  • Strong organizational skills
  • Self-driven, persistent, & energetic
  • Willing to learn new things & take on additional responsibility as needed
  • Strong interest for data and technology
  • Enthusiasm for education technology and/or education startups

Even Better:

  • Experience in a startup environment
  • Education Field Experience
  • Social Media Experience (updating: Twitter, Facebook, blogs)
  • Experience writing proposals
  • Knowledge of Pivotal Tracker and ZenDesk
  • Conversational knowledge of Spanish a plus!

Additional Information

Benefits:

  • Generous stock options
  • Educational Assistance Program
  • Commuter Benefits Program
  • Competitive PTO program & Paid Holidays
  • Catered lunch in office, and outside team lunches once per week
  • Office is in the Financial District, and easily accessible to public transportation
  • Casual working environment

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Role

Customer Implementation / Customer Success

Experience Level

Entry Level

SchoolMint

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