Senior School Support Specialist (school advancement experience required)
Full-time, remote only, USA. $70-80K base salary. $90-103K all-in cash. Equity with 4-year vesting.
Would it excite you to be our lead front-line resource for our partner schools? Are you someone who’s detail-oriented, calm under pressure, and excited to own working across teams to get our schools the right answer quickly?
Boost My School is looking for a Senior School Support Specialist (school advancement experience required) to join our team helping schools ensure all students succeed 🚀.
Why work at Boost?
1. We make meaningful impact helping schools and students
- Boost is trusted by 350+ schools to bring in $200M a year from 100,000 families and donors
- Our platform and partnership with our schools delivers world-class satisfaction: 97% school retention and 85 NPS
- Every Boost team member has clear accountability over results that directly impact the success of our company and schools
- Our business model is designed so that we succeed only when our schools succeed
- You’re given a monthly budget to donate to schools of your choice on Boost
2. We win as part of a thoughtful and collaborative team
- Our work culture is inspired by championship sports teams
- Openly view all company communication outside of personal matters - we mostly communicate over Slack public channels and Notion public wikis
- Openly view company, team, and individual performance metrics
- Take on tasks in which you have the final say over your manager or the CEO
- Every full-time team member is financially aligned to top company goals through an annual company bonus
- Get to know your remote teammates at our all-company in-person retreat in July and departmental coworking onsites in fall/winter
3. We embrace ownership over our work, growth, and time
- Our hiring goal is for each team member to stay at Boost for 5+ years
- Internal meetings are scheduled during our core working hours (12pm to 4pm ET) so you have more flexibility over your time
- Use our weekly No Meetings Day to get uninterrupted work done (or to do your laundry while you work)
- Take care of errands or pick up your kids as long as you communicate accountability over the things you’re responsible for
- Receive regular professional development through weekly 1-on-1s and quarterly career check-ins
- Our company calendar is aligned with the school year - we have 15 company days off across major holidays and July Fridays Off
- Outside of the 15 company days off, we suggest taking an additional 10 to 15 days off, and require taking 1 week of continuous time off per calendar year
- Use your remote working stipend ($200/mo) for your internet bill, to buy lunch, or for professional development
- Company covers medical, dental, and vision insurance premiums and out-of-pocket expenses through QSEHRA ($537/mo for individuals, up to $1,091/mo for those with families)
- A company laptop will be shipped to you before your first day
Responsibilities
- Manage the shared support inbox, triaging incoming requests, prioritizing based on urgency and impact, and ensuring timely, accurate responses within defined SLAs.
- Handle escalated customer chats, resolving complex or sensitive issues with professionalism and de-escalation skills, looping in appropriate internal teams when needed.
- Support the creation, maintenance, and updates of customer-facing in-product documentation (help articles, tooltips, FAQs) to ensure accuracy and alignment with product changes.
- Monitor support cases and inbound inquiries to identify recurring trends, pain points, and themes; compile and report findings to Product, School Success, and leadership to inform improvements.
- Collaborate cross-functionally with Product, Engineering, and School Success teams to resolve escalations, relay customer feedback, and support product and process improvements.
- Travel expectations: On average once a month for school visits & auction support, conferences, company retreats
About you
- 3+ years of professional experience with 1+ years in school advancement
- You have a skill/knack for having meaningful conversations with people and the ability to gracefully navigate difficult conversation through objections with customers
- The ability to multi-task, prioritize, and manage time effectively
- Excellent and effective communication skills both verbal and written
- You make meaningful impact: You always look for ways to better help your customers succeed
- You win as a team: You’re thoughtful and collaborate to accomplish shared goals together
- You embrace ownership: You hold yourself accountable for your actions and their results
- You overcommunicate: You go above and beyond to ensure you’re on the same page with your teammates
- You use radical candor: You give and seek out empathetic feedback to help the team grow together
- You move fast with intention: You make decisions and execute quickly to both succeed and learn faster
If you want to apply for this position
Please email [email protected] with:
- your LinkedIn or resume
- why you would excel in this position at Boost My School
- an example of a B2B SaaS company’s customer support that you love