Customer Support Coordinator - Technical.ly

Customer Support Coordinator

Springboard Collaborative |  Philadephia | Product

Job Description
Perks + Benefits
Company Culture

About Springboard

Children typically spend 75% of their waking hours outside of the classroom. In the COVID era, students spend 100% of their time outside of school. And yet our education system does shockingly little to capture instructional value from that time. Parents’ love for their children is the single greatest—and most underutilized—natural resource in education.

Springboard Collaborative has cracked the code on activating and equipping low-income parents to teach at home. Underlying our best-in-class outcomes is a simple method to accelerate learning at home and school: Family-Educator Learning Accelerators (FELAs). FELAs are 5-10-week cycles during which teachers and parents team up to help kids reach learning goals. In the beginning, educators and families build a relationship, set a goal, and make a shared game plan. Over 5-10 weeks, they convene weekly or biweekly to share skills and strategies. On a daily basis, children work toward their goal by practicing with their teachers, with their families, and on their own. The cycle concludes by measuring progress and celebrating together. Small wins lead to big wins and lasting behavior change.

Since launching 8 years ago, Springboard has grown its reach from 40 to over 20,000 students across 22 cities and 700+ schools. Amidst rapid growth, Springboard delivers superior results with remarkable consistency. Students average a 3-4-month reading gain during each 5 or 10-week cycle, closing the gap to grade-level performance by more than half. Springboard’s weekly family workshops average 91% attendance. For every hour that a teacher leads a workshop, parents deliver 25 hours of tutoring at home. Moreover, families and teachers build habits that persist over the long term.

 

About the opportunity

Springboard Collaborative invites talented and passionate candidates to apply for the position of Customer Support Coordinator. The Customer Support Coordinator will be responsible for customer-facing technical and user support. A successful candidate will be enthusiastic, has good work ethic and listening skills, excellent communication and teamwork skills, can be calm under pressure, possess good analytical skills and attention to detail and is persistent.

The Customer Support Coordinator will report to the Director of IT. The Customer Support Coordinator and work as part of the Engineering, Systems, and Products team at Springboard. This is a great opportunity to support an entrepreneurial team in maximizing the impact of a rapidly growing organization.

 

Who we’re looking for:

  • Enthusiasm: A candidate who exhibits excitement over work
  • Work ethic: A candidate who possesses a strong willingness to work hard and sometimes long hours to get the job done
  • Listening skills: A candidate who lets others speak and seeks to understand their viewpoints
  • Communication: A candidate who speaks and writes clearly and articulately without being overly verbose and talkative
  • Teamwork: A candidate who reaches out to peers and cooperates with supervisors to establish an overall collaboration
  • Calm under pressure: A candidate who maintains stable performance when under heavy stress or pressure
  • Analytical skills: A candidate who is able to structure and process qualitative and quantitative data in draw insightful conclusions from it
  • Attention to detail: A candidate who does not let important details slip through the cracks or derail a project
  • Persistent: A candidate who demonstrates tenacity and willingness to go the distance to get something done

 

Responsibilities:

  • Provide data systems support for programs
  • Support Seasonal Staff
  • Plan for program bookends (pre-programming, programming, and wrap-up)
  • Support facilities management at 2Penn

While this description is meant to provide a comprehensive overview of the responsibilities of the Customer Support Coordinator, we are seeking candidates who demonstrate flexibility and can adapt to evolving needs in an entrepreneurial environment.

 

Required skills, qualifications, and characteristics:

  • Minimum of a B.A./B.S.
  • Proficiency in basic computer applications (Word, Excel, Google Suite) and ability to learn new systems
  • 2-4 years of direct consumer facing experience supporting technical products via phone, email, chat, and in-person.
  • Strong written and verbal communication skills
  • Experience using online customer support system such as FreshDesk or ZenDesk
  • Must possess the ability to communicate under-pressure with users walking them patiently through problem discovery and resolution.
  • Demonstrated ability to follow-up with user concerns both with the customer and with internal resources to ensure problems reach a timely solution.
  • Must be able to work flexible hours and interface with team’s outside standard business hours.

 

Compensation

This is a full-time position offering benefits and a salary within the range of $30,000 to $55,000, commensurate with Springboard Collaborative’s Coordinator-level compensation band.

 

Location

Springboard Collaborative’s headquarter office is in Philadelphia, PA. Although applications are welcome from any location, preference will be given to candidates who live in a CST or EST time zone and are able to commute to Philadelphia. Due to the COVID-19 pandemic, all Springboard Collaborative offices are closed until further notice.

 

To apply

Please click the link to submit an application form! Please note the form will require you to submit a cover letter and resume.

Apply Now
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Health & Wellness Benefits
  • Dental
  • Health Insurance
Vacation & Time Off Benefits
  • Generous PTO

Picture a child’s time as an orange. Their classroom experience is a wedge from which the education field is fixated on squeezing more juice. Springboard helps schools juice the rest of the orange, dramatically improving outcomes by harnessing the untapped potential in family engagement.
Low-income parents—often perceived as liabilities rather than as assets—have been left out of the teaching process. With limited access to learning time, their children make slow academic progress during the school year, and they experience chronic regressions over the summer.
Springboard Collaborative closes the literacy gap by closing the gap between home and school. We envision a world in which all children have the literacy skills to access life opportunities. Springboard offers summer, afterschool, and in-school programs that combine personalized instruction for Pre-K through 3rd graders, workshops training parents to teach reading at home, and professional development for teachers.
Since launching 6 years ago, Springboard has scaled from 40 students to over 8,000. Our programs consistently deliver best-in-class results - weekly parent training workshops average 90%+ attendance and were featured in the New York Times, PBS, and Forbes. We are out ahead of the field proving a simple but powerful truth: parents’ love for their children is the single greatest and most underutilized natural resource in education.

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