What are the responsibilities and job description for the Customer Success Specialist position at Embrace Education?
About Embrace®:
Embrace® provides innovative software solutions to over 1,100 school districts across eight states. Our mission is to empower educators by reducing administrative burdens, allowing them to focus on what matters most – teaching. We offer high-quality, user-friendly software for managing IEP and 504 plans, documenting intervention strategies, monitoring services and reimbursements, and evaluating staff performance.
Job Description:
As a Customer Success Specialist at Embrace®, you will be at the forefront of providing unparalleled support to our clients. Collaborating closely with both clients and internal teams, you will utilize your strong communication and problem-solving skills to swiftly and efficiently resolve any issues that may arise. This role offers a unique opportunity to make a meaningful impact by helping clients succeed and enabling them to dedicate more time to their students.
This is a full-time, 100% remote position. Work hours are a fixed schedule, Monday-Friday 7:30 am – 4:30 pm CST. During work hours, this position requires a dedicated workspace, free from interruptions.
Responsibilities and Duties:
• Provide support as the first point of contact for all inbound phone, email and chat inquiries
• Diagnose, investigate, and troubleshoot technical issues, guiding customers through step-by-step solutions
• Collaborate across the organization as a customer advocate to ensure a timely and successful resolution.
• Develop understanding of software functionality and how it applies to educational standards and best practices
• Participate in basic software testing for user-reported bugs and overall functionality
• Build and maintain strong relationships with clients to provide personalized support
• Gather product feedback for continuous product enhancement and customer value
• Develop knowledge base materials such as videos and article content to enhance client understanding
Preferred Skills:
• Strong technical background with proficiency in educational software and technology.
• Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts in a clear and concise manner.
• Passion for problem-solving and helping clients succeed in their educational endeavors.
• Sociable individual with a knack for building relationships and ensuring client satisfaction.
• Ability to work independently and collaboratively in a remote environment, demonstrating reliability and self-motivation.
Required Qualifications:
• High School Diploma or GED
• Strong oral and written communication skills
• Ability to work as part of a team in a fast-paced environment with excellent attention to detail and multi-tasking skill.
• Preferred previous customer service experience through a ticketing system or email interface
• Preferred tech support and troubleshooting experience in a remote position
Why Embrace®?
o Comprehensive benefits package, including 100% company-paid health, vision, dental, and disability insurance for the employee
o 401(k) with 4% employer contribution
o Monthly internet stipend
o Generous PTO with yearly rollover of unused days
o Employee assistance program
o Remote work environment with a supportive team culture
o Company provided equipment (MacOS)
o Opportunity to make a tangible impact on the educational community
If you’re excited about creating a lasting impact, supporting clients in their success, and helping them dedicate more time to their students, we’d love for you to apply and be part of our mission-driven team.
