About the role
We are looking for a Client Support Specialist to deliver outstanding support to assessment clients of a higher education SaaS platform, primarily through email and ticketing with occasional virtual conferencing. You will develop expert-level knowledge of the platform to efficiently resolve client issues, maintain accurate support records, and serve as a client advocate in cross-functional escalations. The role is ideal for someone with SaaS, higher education, or EdTech experience who thrives in a fast-paced, self-directed environment.
What you will do
- Deliver outstanding support to assessment clients through email, ticket updates, and virtual conferencing;
- Create and maintain strong client relationships;
- Gain expert-level knowledge of the assessment platform to efficiently and effectively solve client problems;
- Create and maintain accurate records of client interactions through the support platform;
- Evaluate, recommend, and test platform changes to improve client adoption and satisfaction;
- Collaborate with cross-functional teams on escalated requests and serve as a client advocate.
- Working hours: USA, East Coast: 9am-6pm ET.
Must haves
- Bachelor’s degree from an accredited institution;
- 1+ years of experience in a similar support role;
- Previous experience in a SaaS company, higher education, or EdTech;
- Energetic and eager to take initiative in a fast-paced and changing environment;
- Strong interpersonal, verbal, written communication, and time management skills;
- Ability to quickly gain expertise with complex technology;
- Ability to interact and work effectively with multiple team members;
- Ability to initiate and complete tasks independently without close supervision;
- Ability to prioritize multiple tasks without compromising quality;
- Upper-intermediate English level.
Nice to haves
- Inquisitive attitude and strong research skills;
- Prior experience in a start-up environment;
- Analytical mindset and ability to think on the fly;
- Experience with tools such as Excel, PowerPoint, Google Suite, Jira, and search engine navigation.
Perks and benefits
- Professional growth: Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps.
- Competitive compensation: We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities.
- A selection of exciting projects: Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands.
- Flextime: Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office, whatever makes you the happiest and most productive.
Job Type: Full-time
Work Location: Remote
