*REMOTE* We're on a mission to revolutionize youth organization management. As a social impact EdTech startup, we help youth programs and school districts simplify operations so they can focus on what matters most: engaging students and changing lives! We’re looking for a passionate Customer Success Representative to join our growing team. If you’re driven by purpose, thrive in a fast-paced environment, and love helping people succeed, we want you on board! The Role: Customer Success Representative The Customer Success Representative (“Copilot”) plays a vital role in supporting our customers’ success on the HQ platform. You’ll work alongside a Customer Success Consultant to provide hands-on support, proactive communication, and implementation assistance for youth organizations and schools districts. This is a remote role blending customer support, account management, and technical setup. Adecuado for someone who loves helping people, solving problems, and making a real impact! Key Responsibilities: 1. Customer Implementation & Setup ● Support activity and session creation within customer accounts ● Assist with imports, data updates, and onboarding setup tasks ● Help customers configure attendance tracking, payments, and forms ● Lead training sessions to empower clients in maximizing the benefits of our platform. ● Ensure a smooth transition onto our platform 2. Proactive Copilot Support ● Partner with a Customer Success Consultant to stay connected with the assigned customers ● Send follow-up messages, reminders, and updates to maintain strong relationships ● Document notes, track progress, and update ClickUp and HubSpot to reflect account health ● Monitor customer engagement and flag potential risks or support needs early 3. Customer Support & Troubleshooting ● Manage customer support tickets and requests with empathy and efficiency ● Diagnose and resolve platform questions or issues (registrations, attendance, payments, etc.) ● Communicate clearly with customers and internal teams to ensure timely solutions ● Contribute to the creation and maintenance of a comprehensive knowledge base, ensuring valuable resources are available to clients. ● Actively gather client feedback to inform continuous improvement, acting as a liaison between clients and our development team. Requirements: ● English with excellent written and verbal communication skills ● Strong problem-solving skills and the ability to think on your feet ● Strong organizational skills and attention to detail ● Empathetic, proactive, and eager to help others succeed ● Comfortable using live chat, Zoom, and other support tools ● A genuine passion for delivering exceptional customer experiences and ensuring client success. ● Collaborative mindset with the ability to work seamlessly within a dynamic team environment. ● Tech-savvy with experience managing multiple systems and customers Schedule: ● This is a full-time remote position. Availability required from Monday to Friday, 9:00 AM to 5:30 PM Eastern Standard Time (EST). ● Willingness to provide occasional support during weekends based on customer needs.
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