ABOUT UPSWING

Upswing is a mission-driven company that partners with colleges and universities to improve nontraditional student outcomes. Over 28% of students using Upswing are working while in college, and 43% are Hispanic or Black, and many are first-generation students. Our platform doesn’t cost students a thing; the school enlists our help to support their students. We’re looking for individuals who care about education and equality of student resources to come join our team!
We’re currently partnered with more than 70 colleges throughout the country, where Upswing helps over 700,000 students succeed throughout college. You’ll get to work with a team of motivated, intelligent, and fun people at Upswing - all working toward the same mission of student success and retention.
As a mission driven organization, we strive to build a community inside Upswing where we are able to live our values to help our students grow and thrive. Our values represent why we do what we do and how we plan on doing it. We hope to build a team that represents these values so that we can all grow together.

ADDITIONAL QUALIFICATIONS (PREFERRED, BUT NOT REQUIRED)

• Experience supporting software with technical components like videoconferencing, APIs, integrations, or user configuration settings

• Experience supporting users from a wide range of backgrounds, experiences, and technical proficiency levels

• Familiarity with tools like Slack, Jira/Azure Devops, Salesforce, or Hubspot
• Experience writing or maintaining customer-facing knowledge base content
• Exposure to B2B education, Ed Tech, or similar industries

ABOUT THIS ROLE

We’re looking for a thoughtful, problem-solving, and detail-oriented Support Specialist to join our team. In this role, you will serve as the first line of support for users of our platform, responding to inquiries and technical issues primarily through Zendesk. You’ll work closely with our Account Management, Product, and Engineering teams to ensure a smooth resolution process and advocate for user needs. This is a hybrid role that blends customer support with light technical troubleshooting, making it a great fit for someone who enjoys problem-solving, clear communication, and cross-functional collaboration.

RESPONSIBILITIES

• Respond to customer inquiries and issues through the Zendesk ticketing system with clarity, accuracy, and empathy

• Troubleshoot platform issues and provide step-by-step guidance to users, escalating when needed

• Collaborate with Customer Success (HERO Team) to provide timely updates on key accounts and ensure excellent client experiences
• Liaise with Product and Engineering teams to report bugs, suggest product improvements, and follow through on resolutions
• Maintain detailed documentation through Zendesk of user-reported issues, resolutions, and feature requests
• Monitor and prioritize incoming tickets to ensure SLAs are met
• Contribute to Help Center articles and internal documentation to reduce ticket volume and improve user self-service
• Participate in team meetings and occasional customer success calls with customers to better understand and communicate customer issues

1–2 years of experience in a customer support or technical support role, ideally in a SaaS or B2B environment

• Proficiency using Zendesk or similar support ticketing platforms
• Excellent written communication skills, with the ability to explain technical concepts to non-technical users
• Strong problem-solving and troubleshooting abilities
• Comfort working cross-functionally with teams like Product, Engineering, and Customer Success
• Ability to manage multiple requests with a sense of urgency and organization
• Empathy, patience, and a customer-first mindset
• Legally authorized to work in the US (Upswing DOES NOT sponsor visas)