Screencastify

Customer Support

• Screencastify is an educational technology company focused on K-12 educators; product used by over 15M people.
• Lead and unify Customer Support (Tier 1–2) to align reactive support and proactive growth across B2B and B2C customers.
• Manage and develop Tier 1 and Tier 2 Support team to meet KPIs for response time, satisfaction, and resolution.
• Own Zendesk strategy to minimize first response and resolution times and optimize customer interactions.
• Analyze support trends and collaborate with Product and Success teams on long-term improvements; communicate ticket status and product releases to CS and GTM teams.
• Work cross-functionally with Product and Engineering to identify defects and ensure alignment toward common goals.
• Create and document frameworks, tools, and processes to enable efficient, consistent support operations.
• Partner with the VP of Customer Success to refine support metrics and drive team alignment.
• Streamline internal communication in Slack, email, and other channels.
• Update and maintain Simplesat, NPS (Ortto), Livechat/Livebot, and Knowledge Base.
• Provide individualized coaching and leadership to team members working in reactive and proactive motions.
• Success looks like consistently exceeding SLAs, reducing support volume or improving product within the first year, and improving cross-departmental collaboration.

Head of Customer Support

Accounts Receivable

• Screencastify is a leading educational technology company dedicated to improving communication and learning outcomes with video.
• Primary focus on the K-12 education sector; used by over 15M people.
• Seeking a Part-Time Accounts Receivable Associate (Temporary) to join our Squad.
• As AR Associate, you will assist with the billing and collections process, ensuring that customer invoices are accurate, timely, and processed efficiently.
• You will also work closely with customers to resolve any billing issues and support the collections process to ensure timely payments from customers.
• This is a great opportunity to gain hands-on accounting experience in a fast-paced start-up environment.
• What you'll do:
• Assist the current AR team with the billing process, including generating and issuing invoices and credit memos.
• Ensure that invoices are accurate and comply with customer contracts.
• Resolve billing issues, working closely with customers to resolve any discrepancies or disputes.
• Manage the collections process, including tracking payment statuses and communicating with customers regarding overdue payments.
• Collaborate with other departments to ensure accurate billing and collections data.
• Analyze billing and collections data to identify trends, and make recommendations to improve processes and increase efficiency.
• Maintain client and subscription records in our billing system, Chargebee.

Head of Customer Support

Accounts Receivable Associate - Part-Time, Temporary