ABOUT SCHOOLAI

We make school awesome everyday for students and the people supporting them by finding out what they need and making it happen.

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.

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

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