Customer Support Specialist – K-12 Digital Platforms
Location: St. Louis, MO
Position Type: Direct Hire
Work Schedule: Onsite Monday–Thursday; remote work available on Fridays, subject to business needs
Compensation: Salary based on experience
We are seeking a detail-oriented and tech-savvy Customer Support Specialist to support K-12 customers and assist the sales team. This position helps ensure a seamless digital customer experience by responding to technical and account-related questions, supporting new customer onboarding, maintaining customer portals, and monitoring account health.
The ideal candidate is highly organized, an effective communicator, and comfortable managing multiple priorities in a fast-paced environment.
Responsibilities
• Serve as a primary point of contact for K-12 digital platform customers.
• Respond to customer inquiries promptly and provide accurate guidance regarding accounts, platform navigation, and technical issues.
• Troubleshoot customer questions and escalate complex issues to the appropriate internal team.
• Support new customer onboarding, including account setup, content booking, renewal updates, and training resources.
• Create, update, and maintain customer portals and account information.
• Coordinate scheduled customer check-ins, surveys, and follow-up communications.
• Monitor account health reports and identify trends, risks, and potential service concerns.
• Proactively address issues before they affect customer satisfaction or retention.
• Maintain accurate customer and account data in CRM systems and digital platforms.
• Collaborate with sales and internal teams to share customer insights and improve engagement and retention strategies.
• Manage multiple assignments and meet established deadlines.
Qualifications
• Bachelor’s degree required.
• Experience in customer service, customer support, customer success, digital support, or a related field.
• Strong technical troubleshooting and problem-solving skills.
• Experience using CRM systems, customer portals, and digital platforms.
• Excellent written and verbal communication skills.
• Strong attention to detail and organizational abilities.
• Ability to prioritize tasks, manage deadlines, and adapt in a fast-paced environment.
• Experience supporting K-12 customers, educational technology, or streaming platforms is a plus.
Benefits
• Competitive compensation based on experience.
• Medical, dental, vision, and life insurance options.
• 401(k) plan with employer match.
• Paid vacation, personal time, holidays, and winter break.
• Hybrid work schedule with remote work available on Fridays, subject to business needs.
• Professional development and online learning opportunities.
• Volunteer and community outreach opportunities.
• Opportunities for career growth and advancement.
