*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.
idóneo 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 customersschedule: ? 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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