Job Description

About Springboard

Children typically spend 75% of their waking hours outside of the classroom, 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. Since launching 10 years ago, we have grown Springboard’s reach from 40 to nearly 15,000 students across 22 cities and 700+ schools. Amidst rapid growth, Springboard consistently delivers best-in-class results. 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. Weekly family workshops average 91% attendance. Springboard’s work has recently been featured by Forbes, NPR, and the New York Times (twice).

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 team name 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:

• 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 $42,000 to $47,000, commensurate with Springboard Collaborative’s Coordinator-level compensation band.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 40,000 - 60,000.

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