Timely Recruit Ltd

School Support Specialist

Timely Recruit Ltd

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $50,000 - $70,000 per year

Job Level

JuniorMid-Level

About the role

  • Provide front-line support & ensure customer success
  • Manage the day-to-day support queue of customer inquiries and issues for the Timely school scheduling solution.
  • Provide timely, accurate, and professional resolution for general customer inquiries and issues (e.g., app navigation, functionality questions, user access/login issues, basic issue resolution, etc.), ensuring a high first-response resolution rate.
  • Serve as a dedicated support resource for one of our customer implementation teams, working closely with the School Success Managers (SSMs) to triage and resolve issues efficiently, escalating when necessary.
  • Catalogue and categorize all inbound support requests, creating a clear, actionable picture of the types of support requests Timely receives and implications across functional areas.
  • Contribute to the continued evolution of our support strategy by analyzing ticket volume, resolution times, and customer feedback to develop clear recommendations for improving service delivery.
  • Own and update customer support resources by drafting, reviewing, and organizing help center articles and internal documentation based on recurring user questions and feature releases.
  • Support quality assurance by testing new features and product releases prior to launch to ensure a smooth customer experience and troubleshoot potential support issues proactively.
  • Pitch in wherever and whenever is needed to contribute to team success, embodying the spirit of a small and quick-moving team.

Requirements

  • A minimum of 2 years of experience in schools or educational technology organizations, giving you foundational insight into the K-12 environment.
  • Exceptional written communication skills, with a proven ability to explain complex technical concepts in simple, user-friendly language.
  • An analytical mindset and comfort with using data (ticket trends, categorization) to inform strategic decisions.
  • A passion for education and improving how schools operate.
  • Direct experience using a modern ticketing system (e.g., Help Scout, Intercom, Zendesk).
  • Experience in a fast-paced, high-growth entrepreneurial environment.
Benefits
  • Health: medical, dental, vision, and an employee contribution-only 401(k) plan
  • Flexible PTO
  • Personal growth: at our current early stage there will be many professional development opportunities as the company grows and evolves requiring our founding staff to grow with it

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportissue resolutionticket categorizationdata analysisquality assurancehelp center documentation
Soft skills
written communicationanalytical mindsetteam collaborationproblem-solvingadaptability