MagicSchool AI

Customer Support

• Handle a high volume of inbound support interactions from teachers and district administrators across chat and email channels, maintaining a first-response time and a resolution rate that meets or exceeds team benchmarks.
• Deliver accurate, educator-friendly product and AI use guidance through walk-throughs, knowledge base references, and proactive follow-up.
• Troubleshoot and resolve technical issues including login failures, browser compatibility, SSO/LTI configuration problems, and rostering errors- owning each ticket through to resolution or escalation.
• Identify and surface patterns in recurring issues to team leads.
• Maintain complete and accurate documentation of all interactions, troubleshooting steps, and resolutions in the ticketing system (Intercom), supporting quality audits and team-wide calibration.

Customer Support Specialist – Contractor

Full-stack Engineer

• Taking new features and products from idea to delivery
• Understands systems and architecture to ensure new components fit within the existing system
• Produces a lot of quality code in a short amount of time
• Effectively debugs complex code
• Builds software that is easy for others to understand and maintain
• Ensures we’re building the right things
• Develops opinions on user experience
• Talks to users to understand their pain
• Works closely with designer and product manager to build the right things the right way

Senior Software Engineer, Full Stack

Customer Success Manager

• Own and administer our CS tech stack, including Salesforce CRM, ensuring data integrity, workflow automation, and tool adoption.
• Own the design and execution of complex, cross-functional systems projects - including our self-serve renewal platform for digital partners.
• Build and maintain reporting infrastructure that gives CS leaders real-time visibility into retention, expansion, and team performance.
• Define and manage programs spanning CS, Sales, Product, and Support, driving alignment and accountability.

Senior Customer Success Operations Manager

• Boost Net Revenue Retention (NRR) by designing, implementing, and optimizing scalable customer success playbooks.
• Achieve a Customer Satisfaction (CSAT) score above 90% by owning the data narrative.
• Reduce customer onboarding time for complex, multi-stakeholder implementations through continuous process improvement.
• Develop direct reports by establishing trust, providing clear feedback, and career coaching.
• Ensure alignment across departments by building strong relationships and collaborating closely with Sales, Product, and executive leadership.

Director of Customer Success

Security Engineer

• Champion secure development practices including threat modeling and code reviews.
• Maintain core security infrastructure and partner with IT and engineering leadership.
• Own the end-to-end IAM security strategy across the cloud and internal tooling.
• Design and execute threat modeling exercises and plan red team assessments.
• Serve as the first responder for security incidents and evolve incident response playbooks.
• Partner with IT and Compliance to support SOC 2 and FERPA programs.

Customer Support Specialist – Contractor

Senior Software Engineer, Full Stack

Senior Customer Success Operations Manager

Director of Customer Success

Senior Security Engineer – Application & Cloud Security