About SchoolAI We make school awesome everyday for students and the people supporting them by finding out what they need and making it happen.
Values We want everyone at SchoolAI to make a competitive wage, have fun, and do good. As we build out the team, we optimize for, and invest in, great people who:
- Make Magic: You're making magic when you dream big, sweat the details, make the complex look elegant, and the final result is one that puts a smile on everyone's face. People are drawn to working with you and your work.
- Rise to the Moment: You're rising to the moment when you show up, answer the call, make the extra effort, and appreciate the fact that we are working with the coolest technology, in the biggest space it'll impact, and we're in pole position.
- Connect the Dots: You've done the work to prioritize, understand, and tie your work to your team, to students, and to the people who support them. You're driving tangible outcomes and can connect your work to meaningful, tangible business results and goals. You're connecting the dots when you've thought deeply and have a throughline narrative for your work.
- Make High Leverage Bets: Always consider the board in front of you - using data, instinct, honed expertise, and user problems to pick the best move and maximize the impact of every resource. When the moment is right - go all in.
- Simplify and Go: Cut through the noise. Focus on what's essential and act with urgency. Speed is your ally, simplicity your tool. Embrace clarity and let it guide you to swift victories.
We use our core values to make decisions, evaluate work, and win. We expect that every team member demonstrate these values. In turn, we'll invest in you and your impact at SchoolAI.
Position Overview We're hiring someone who's passionate about delivering best-in-class support and building systems that make it easier for teachers to get the help they need, when they need it. As a Senior Customer Support Specialist, you'll set the tone for how we support and advocate for our users. This is a foundational hire with the opportunity to influence not just customer interactions, but the systems, processes, and culture of support at our company.
You'll handle complex issues, shape support strategy, improve internal workflows, and collaborate with Product and Engineering using tools like Intercom, Linear, Slack, and Notion.
Key Responsibilities- Deliver timely, thoughtful, and high-quality support through Intercom (chat and email)
- Partner cross-functionally with Product, Engineering, and Customer Experience
- Troubleshoot product issues, identify bugs, and escalate using Linear
- Contribute to internal processes and knowledge base documentation in Notion
- Identify and communicate patterns in customer questions, bugs, and feedback
- Expand and maintain our Help Center to improve self-serve support
- Help define what "great support" looks like as we scale
Required Qualifications- 4+ years in a customer support role, with at least 1 year in a senior-level or lead capacity
- Excellent written communication and problem-solving skills
- Experience supporting a technical product or SaaS platform
- Deep expertise in Intercom - you know how to navigate the inbox efficiently, build macros, tag conversations for reporting, and collaborate with teammates inside the tool
- Comfortable using Linear, Slack, and Notion, or similar tools
- Process-oriented and energized by building efficient support workflows
Preferred Qualifications- Experience supporting educators or in the ed-tech space
- Familiarity with AI-powered support tools
- Ownership of a Help Center or support documentation strategy
Compensation & Structure The pay range for this role is:
65,000 - 70,000 USD per year (Lehi, UT)