Customer Support Representative

We are seeking an enthusiastic and tech-savvy Customer Support Representative to join our Client Success Team. Our Customer Support Representative will provide ongoing support and resources to ensure clients successfully navigate the Classroom Mosaic Platform. This role is essential to Classroom Mosaic's mission, ensuring our customers have seamless, supportive experiences that deepen their adoption of our platform and allow them to focus more on helping teachers thrive. Our ideal candidate is passionate about education and believes every student should have access to world-class education.

Key Responsibilities

• Provide technical support to customers via phone, support tickets, email, and other channels
• Ensure timely and accurate resolutions to client inquiries by following internal procedures and escalating complex or urgent requests to appropriate team leaders when necessary
• Educate clients on how to access, use, and troubleshoot the platform
• Maintain a comprehensive internal documentation system that outlines the current status of support tickets so that other departments will have clarity regarding ongoing activities
• Collaborates closely with internal teams to deliver an exceptional customer experience
• Maintain a thorough understanding of the Classroom Mosaic platform in order to best serve clients
• Foster ongoing product enhancement by actively listening to customer feedback and communicating relevant insights and trends to the team
• Build rapport with clients in order to understand their unique school and/or district and provide expert customer service

Skills & Requirements

• Customer-facing experience with an outstanding customer service attitude
• Proven ability to manage a number of projects with a high level of organization and accuracy while working within a firm deadline
• Capability to work independently and problem-solve while recognizing when to escalate inquires
• Demonstrated experience working with clients that have high complexity and a hands-on approach, as well as with large clients that involve multiple layers of decision-making.
• Experience working on cross functional projects and support teams
• Remain calm under pressure and handle obstacles with grace, accuracy, and urgency.
• Adapts quickly in a fast-paced environment
• Is tech-savvy and can quickly learn new technologies and see the broader impact it could have. Experience learning complex internal systems and gaining proficiency quickly
• Proficiency in CRM and customer support software, as well as Google Workspace/Microsoft Office
• Advanced communication skills (verbal and written) with the ability to translate complex information into easily digestible communications
• Adaptability and flexibility in a fast-paced, high-growth environment

Education & Experience

• Bachelor’s Degree or higher (preferred)
• Experience in a role such as account manager, technical project management, or customer support (preferred)
• Experience as a K-12 educator or instructional coach. (highly preferred)

Physical Requirements

• Must be able to lift and manipulate up to 15 - 30 lbs and travel via car or plane.

Work Environment

• Office environment with conference, meeting, and break rooms.
• Occasional travel for conferences, client meetings and retreats
• Operates under direct supervision with frequent reviews of work and, at times, with minimal supervision
• This position will be based in Irmo, SC.

Why Join Our Team?

• We are on a mission to help all K-12 schools provide a world-class education to every student.
• You will contribute to building and implementing our platform for continuous instructional improvement, which supports highly effective teaching and helps develop high-quality instructional leaders.
• We are rapidly growing, and your work will impact tens of thousands of teachers and hundreds of thousands of students.
• We are not the typical growth-at-all-cost software company; we have an owner’s mindset and make intentional long-term decisions.
• You will join a nimble team of exceptional members with ample opportunities for personal and professional growth.
• You will have potential opportunities for management as the team grows.

Compensation & Benefits

• The salary for this role is $50,000-70,000.
• 401(K) & 5% company match
• Healthcare, dental, and vision insurance
• Yearly profit share
• Stipends for cell phone, gym/health, books, and meals
• 3 weeks PTO 16 federal holidays & holiday extensions (6 weeks total)