Pathwise

Compensation

Full Description

Job Title: Customer Success Specialist Team: Customer Success Location: Remote Travel Involved: Up to 10% Job Type: Permanent, Individual Contributor About Pathwise Pathwise is a private equity-backed software as a service (SaaS) growth business currently serving 4,000+ school districts and universities. Founded in 1994, we have team members across both the US and Canada. Our team, which includes former teachers, principals, administrators, and federal program directors, is dedicated to being the leader in providing technology that transforms resource-constrained departments by automating complex tasks, providing real-time visibility, and ensuring seamless communication. We streamline operational processes so schools can focus more time and resources on student outcomes. As a Customer Success Specialist, you will provide support to existing customers, resolving software-related issues, ensuring customer satisfaction. You will also help our team with data operations, including querying, cleaning, organizing, and analyzing customer data.. Your strong technical expertise, excellent problem-solving abilities, and exceptional communication skills will contribute to the overall success of our customer support efforts. Responsibilities include: • Providing first-class technical support to customers via various channels, including chat, email, and phone. Cases can reference both initial implementation and ongoing day-to-day use. • Diagnosing and troubleshooting software-related issues reported by customers, ensuring timely and accurate resolution. • Gathering relevant information and documenting detailed incident reports in the ticketing system, maintaining comprehensive records of customer interactions and solutions provided. • Striving to achieve and exceed key performance indicators (KPIs), such as response time, first-call resolution rate, and customer satisfaction ratings. • Collaborating effectively with cross-functional teams, including software developers, to escalate and resolve complex issues that require further investigation. • Helping the team query, clean, organize, and analyze customer data. • Maintaining and updating portions of our internal customer database systems. • Creating and maintaining comprehensive technical documentation, including FAQs, troubleshooting guides, and knowledge base articles, to facilitate customer self-service support. • Executing our customer onboarding process within our transportation platform, including organizing customer data, and assisting with building route files. Preferred Skills and Experience: • Experience with education-focused software, and/or experience in an education setting. • Experience with transportation-focused software, and/or experience in the transportation industry. • Alternatively, an equivalent-to-the-above combination of education, training, and experience. • Excellent problem-solving and analytical skills, with the ability to think creatively and adapt to evolving customer needs. • Comfort with data in general, including experience with SQL and/or XML + JSON file formats • High level Excel experience, including thoughtful analysis of associated data. • Effective communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users. • Familiarity with ticketing systems and customer relationship management (CRM) tools to manage support cases and track customer interactions. • Ability to work collaboratively in a fast-paced, team-oriented environment, as well as independently with minimal supervision. Our Values The Pathwise team is united in its passion and enthusiasm for the education industry, and for ensuring our customers gain true value from our software so they can better serve their students, families, and communities. We help move schools forward. Each day we strive to “live” our values: stewardship; service before self; personal responsibility; and promises made, promises kept. We believe: · It’s all about the customer · We’re one team with one mission · We’re empowered to make a difference and committed to innovation · In going above and beyond We work hard, but we have a lot of fun together in the process. And we’re never done learning—we’re always seeking out new opportunities to expand our skills and grow. If these values resonate with you, we hope you will consider joining us! Pathwise offers a full benefits package including health, dental, and vision benefits as well as 401k matching.