Note: The job is a remote job and is open to candidates in USA. Pathwise is a leading provider of cloud-based operational solutions for the K–12 education community. The Customer Success Specialist serves as a technical problem solver and trusted advisor, responsible for troubleshooting software issues and ensuring customer satisfaction in a fast-paced SaaS environment.
Responsibilities
- Diagnose and troubleshoot software-related issues reported by customers, ensuring timely and accurate resolution
- Serve as a technical resource capable of independently troubleshooting complex customer issues before escalation
- Translate technical information into clear, customer-friendly communication
- Confidently guide customers through complex software workflows while maintaining a high level of customer satisfaction
- Effectively de-escalate customer concerns through active listening, empathy, and solution-oriented communication
- Support a high-volume technical support environment while maintaining quality and responsiveness
- Provide technical support through chat, email, and phone
- Support both initial implementation and ongoing day-to-day customer use cases
- Be available to work the anticipated schedule of 11:00 a.m.–8:00 p.m. ET , Monday through Friday, with flexibility to adjust work hours occasionally based on business needs, customer demand, or peak seasonal support periods
- Gather relevant information and document detailed incident reports in the ticketing system, maintaining comprehensive records of customer interactions and solutions
- Collaborate with cross-functional teams, including software developers, to escalate and resolve complex issues requiring further investigation
- Conduct in-depth analysis of software-related problems, identify patterns, and propose proactive solutions to improve product functionality and stability
- Create and maintain technical documentation, including FAQs, troubleshooting guides, and knowledge base articles, to support customer self-service
- Continuously expand technical knowledge and stay current on software advancements, industry trends, and support methodologies
- Maintain accurate customer account records and system data to support operational excellence
- Strive to achieve and exceed KPIs such as response time, first-call resolution rate, and customer satisfaction ratings
- Proactively monitor customer engagement and platform utilization to identify opportunities for increased adoption and customer success
- Conduct customer check-ins and training sessions to reinforce best practices and support long-term platform utilization
- Serve as a customer advocate by gathering feedback and partnering with internal teams to improve the customer experience
- Manage relationships with an assigned portfolio of customer accounts and serve as a primary point of contact throughout onboarding and ongoing support
- Perform other duties as assigned
- Build customer confidence by communicating technical solutions clearly, professionally, and with empathy, particularly during high-impact customer situations
Skills
- Bachelor's degree or equivalent combination of education and experience
- 2+ years of experience in customer success, account management, customer support, client services, or a related field
- Excellent written and verbal communication skills
- Strong interpersonal and relationship-building abilities
- Exceptional organizational and time management skills
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency with CRM and customer management systems
- Strong problem-solving and critical-thinking skills
- Demonstrated technical aptitude with the ability to troubleshoot software applications independently
- Ability to explain technical concepts to both technical and non-technical users
- Experience supporting SaaS software in a technical customer support environment
- Comfortable managing multiple technical issues simultaneously while maintaining a positive customer experience
- Ability to build rapport and maintain professionalism during challenging customer interactions
- Experience supporting K–12 education, transportation, communications, SaaS, or technology solutions
- Experience conducting customer onboarding, training, or implementation activities
- Familiarity with customer success metrics and retention strategies
- Experience using CRM, ticketing, and customer support platforms such as Salesforce, HubSpot, Zendesk, Jira, or similar systems
- Experience supporting cloud-based software applications (SaaS)
Benefits
- Medical plans that include PPO and HMO options
- Health Savings Account (HSA), Flexible Spending Account (FSA), and Health Reimbursement Arrangement (HRA) options, where applicable
- Dental and vision insurance
- 401(k) plan with company matching contributions
- Company-paid life and disability insurance
- Paid time off, flex time, and a generous company holiday schedule
- Paid parental leave
Company Overview