Droplet

Customer Support

• You will own the Tier I support responsibilities. That means reading incoming cases, investigating what is actually happening (not just what the customer reports is happening), and resolving as many cases as you can at your level. When a case is genuinely too technical or requires professional services work, you will advance it to our escalation team. The goal is to resolve cases at your level whenever reasonably possible.
• ~80% support queue. You will work primarily in Salesforce Service Cloud, triaging cases, investigating issues, responding quickly, resolving fully, and keeping the back-and-forth count low. The team fields about 8 to 10 cases per workday. Volume fluctuates with the school year. Summer, early fall, and January are busier as districts prepare for a new school year or roll forms over for the new calendar year.
• ~10% Droplet Community. Our user community, hosted on Circle, is growing quickly, and customers increasingly Ask the Community as an alternative to opening a case. You will be a regular, recognizable presence there.
• ~5% documentation. You will not own the help center. Our Customer Education Manager does that. You will flag gaps, suggest improvements, and contribute to revisions when the need arises.
• ~5% team meetings. One CX business meeting, one show-and-tell (with weekly awards for strong work), and one rotating slot that may be a company all-hands or a Support huddle. About 1.5 hours total.
• This is a ground-floor role with real room to grow. If you excel and want to take on more, the role can expand into customer education, customer success, sales enablement, implementation, or engineering responsibilities, shaped around your strengths and interests, with compensation to match.

Support Specialist