About the job
About Our Client
Our client is a premier generative AI platform focused on educators. They are a fast-growing organization dedicated to making a real social impact within the education sector.
About The Role
As a Customer Solutions Specialist, you will serve as the frontline support for the hiring company's growing user base. You’ll combine strong communication skills with deep product knowledge to help customers resolve issues, learn the platform, and get the most out of their experience. You will triage customer inquiries, create helpful documentation, and work cross-functionally to ensure customer needs are understood across the company. This is an entry-level opportunity for a highly motivated support professional looking to grow their career in a mission-driven, fast-paced environment.
Responsibilities
- Provide timely, high-quality support to customers across multiple channels (Intercom, email, and others as the team scales).
- Become a product expert to effectively triage and resolve customer questions, technical issues, and platform feedback.
- Create, update, and maintain help center content, including FAQs, troubleshooting guides, and knowledge base articles for new product features.
- Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success teams to stay informed on product updates, roadmap changes, and internal support needs.
- Act as an internal knowledge resource, helping train colleagues and answer internal support questions.
- Assist in training and refining AI-powered customer support systems to ensure accurate, efficient responses.
- Identify patterns in customer inquiries and proactively suggest improvements to product, documentation, and processes.
Qualifications
Required:
- 2+ years of experience in a customer support or customer solutions role at a technology company.
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and customer-first mindset.
- Ability to learn and retain deep product knowledge quickly.
- Comfortable working in a fast-paced, dynamic environment.
Nice to Have:
- Experience or familiarity with the EdTech sector.
- Exposure to AI-powered tools or platforms.
- Experience contributing to help centers, knowledge bases, or support content.
Why Join the Company?
- Work on cutting-edge AI technology that directly impacts educators and students.
- Join a mission-driven team passionate about making education more efficient and equitable.
- Flexibility of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration with the team - no matter where they live.
- Unlimited time off to empower employees to manage their work-life balance. The company works hard for its teachers and users and encourages its employees to rest and take the time they need.
- Choice of employer-paid health insurance plans so that you can take care of yourself and your family. Dental and vision are also offered at very low premiums.
- Every employee is offered generous stock options, vested over 4 years.
- Plus a 401k match & monthly wellness stipend
The Company's Values:
- Educators are Magic: Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families.
- Joy and Magic: Bring joy and magic into every learning experience - push the boundaries of what’s possible with AI.
- Community: Foster a community that supports one another during a time of rapid technological change. Listen to them and serve their needs.
- Innovation: The education system is outdated and in need of innovation and change - AI is an opportunity to bring equity, access, and serve the individual needs of students better than ever before.
- Responsibility: Put responsibility and safety at the forefront of the technological change that AI is bringing to education.
- Diversity: Diversity of thought, perspectives, and backgrounds helps the team serve the wide audience of educators and students around the world.
- Excellence: Educators and students deserve the best - and the team strives for the highest quality in everything they do.
Compensation
$75K – $90K • Offers Equity
Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”
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