ABOUT SWING:

Founded in 2015 by former K-12 educators and administrators, Swing Education is a leading platform assisting school districts in sourcing dependable, highly qualified substitute teachers. Recently recognized as the Most Innovative Company in Education by Fast Company and named a Great Place to Work in 2024, Swing continues to set the standard for excellence in the EdTech space.

At the core of our company stands a diverse and visionary leadership team. In the face of a nationwide teacher shortage, Swing believes that every classroom should have a teacher, and every student deserves uninterrupted learning. At Swing, we champion a fundamental belief: for our schools and students to thrive, our team must reflect the rich diversity of the thousands of students and educators we are privileged to serve. We are committed to creating a work culture that embraces inclusivity and belonging for every member of our present and future team. To learn more about Swing Education and our Core Values, please click here.

POSITION SUMMARY:

The Customer Experience (CX) team at Swing seeks to empower our users through easy self-service and provide guidance and expertise when our schools and subs need us. As a Customer Success Associate (CSA), you’ll be responsible for providing a seamless onboarding implementation experience, ensuring the new and expanding partners are set up for success. You will answer complex account questions and strategize on account pain points with the accounts Account Manager and the partner. You will own and excel at complex projects that ensure customer success. You will work with support to help answer every day support questions for our tier 1 and 2 customers. You are highly organized, empathetic, thoughtful communicator, and energized by helping our school partners get the most they can out of their Swing experience.

This position is expected to operate in line with our Core Values:

• Deliver WOW
• Be Curious, Stay Curious
• Win as a Team
• Live Diversity, Equity, and Inclusion

ESSENTIAL DUTIES AND RESPONSIBILITIES:

As a Customer Success Associate (CSA), your responsibilities would include:

1. Seamless Onboarding: Ensuring new and expanding partners have a smooth transition and implementation experience with our platform.
2. Account Support: Addressing complex account inquiries and collaborating with Account Managers to strategize on resolving partner pain points.
3. Relationship Management: Building strong relationships with school partners, understanding their needs, and proactively addressing concerns.
4. Communication: Being a thoughtful and empathetic communicator, guiding partners to maximize their experience with our services.
5. Problem Solving: Proactively identifying potential issues and finding solutions to enhance partner satisfaction and retention.
6. Data Analysis: Utilizing data to track partner success metrics, identify trends, and recommend improvements.
7. Training and Education: Providing training sessions and educational resources to empower partners to utilize our services effectively.
8. Feedback Loop: Actively gathering feedback from partners to drive product improvements and enhancements.
9. Collaborate: With Account Managers, Marketing, and Product teams to ensure our customers’ needs are represented, met and resolved

REQUIREMENTS AND QUALIFICATIONS:

• You excel at establishing rapport, listening, and earning your customers’ trust
• Experience in education or edtech a strong plus
• You possess the skill to efficiently operate by effectively prioritizing tasks and seamlessly transitioning between contexts in a dynamic, fast-paced setting.
• You demonstrate a proactive approach, actively navigating and influencing situations rather than reacting passively.
• You are driven to exceed customer expectations
• Bachelor’s degree preferred or equivalent experience required
• Ability to understand semi complex to complex technical issues
• Hyper-organized and detail-oriented, with excellent written and verbal communication skills
• Good judgment and the ability to handle sensitive and confidential information with discretion
• You consider yourself a technology expert and enjoy learning how to use new technology tools
• High level written and verbal skills required
• Work schedule: 7A to 4PM PST

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Swing is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Swing is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.