Customer Success Specialist

About Nimble

Nimble is on a mission to ensure that all students, regardless of background, have access to excellent teachers. We build AI-driven tools to help schools recruit and hire top talent. Our core product is a K-12 recruitment & hiring tool with embedded AI assistance that helps K-12 hiring managers identify the educators most likely to drive student learning and be retained in classrooms. Since launching in 2017, we have grown to serve some of the largest school districts nationwide, helping staff classrooms for millions of students annually.

We strive to promote inclusion and equity, both in our mission and in our day-to-day workplace culture. While we are highly ambitious, we prioritize work-life balance, flexibility and employee retention. We're a distributed team, which means you can work from anywhere on a flexible schedule.

The role

As a Customer Success Specialist at Nimble you will:

  • Be the primary point of contact for email-based customer support, including all candidate inquiries
  • Respond to user questions or issues with friendly, positive, and pragmatic advice, representing Nimble’s high standards for responsiveness and professionalism, and going above and beyond for customers
  • Work collaboratively with users to address any trouble they are having, utilizing a number of troubleshooting tools, including escalating to appropriate team members when needed
  • Document product feature requests and product bugs, including first level investigation
  • Support the Customer Success team with content creation centered on user feedback (e.g., FAQs, webinars)
  • Implement and manage chatbot functionality
  • Help build out best practices and systems to make our support more efficient and scalable
  • Advocate for the user perspective and share insights with the Head of Customer Success
  • Have the opportunity for continued career development (e.g., into account management for our district customers)

Qualifications

We are looking for someone who brings most or all of the following:

  • 2+ years professional experience, preferably within K12 education, talent management, and/or SaaS
  • Demonstrated ability to communicate pleasantly and patiently in all situations
  • Adaptable and curious attitude and strong desire to help customers (e.g., you try multiple approaches to solve a problem and meet customers' needs)
  • Excellent organizational, time-management, and prioritization skills
  • Strong interpersonal and written communication skills
  • Availability to provide support during core U.S. weekday working hours and on-call support for occasional high-urgency requests outside of these hours

Bonus Points

  • Experience in education, talent management and/or recruitment
  • Experience working on fast-paced teams in a customer support role
  • Experience with a service desk platform (e.g., Intercom, Zendesk, Service Cloud)

Why Nimble

In our first three years, Nimble has developed and brought to market an impactful, research-based product that helps schools identify and hire outstanding classroom talent. One hundred percent of customers say our service and support is better or much better than that of other companies they’ve worked with in the past. As our customer base grows, it’s critical that we continue to deliver the highest quality support. This role is a unique opportunity to:

  • Work with hundreds of school districts and hundreds of thousands of users across the Unites States, ensuring an outstanding Nimble experience
  • Stretch your strategic and technical skills as an early Customer Success hire within a fast-growing early-stage startup building a technically complex, AI-enabled product
  • Learn and grow quickly, with the potential to move into an account management role
  • Contribute to a mission-driven organization that’s more than tripling revenue annually, has been recognized by the US Department of Education as a leading innovator in the space, and has a direct opportunity to ensure that all students have access to outstanding teachers
  • Join a tight-knit, collaborative team that values sustainability, diversity, equity, and inclusion

Our culture

We're a high-impact team striving for outstanding results:

  • Equity: We strive to be an inclusive and anti-racist organization. We embody this goal both through our direct work to help schools conduct rigorous and equitable hiring processes, but also through our daily actions and culture.
  • Excellence: We're bringing cutting-edge technology to an under-resourced industry. To give our customers the best, we need to be ruthlessly efficient with our time and work harder and smarter than your average startup.
  • Speed: We act deliberately and quickly. While we have high standards, we value results over perfection. We're driven by our mission to ensure all students have access to outstanding teachers. We work toward that mission with urgency.
  • Ownership: We're problem solvers who take ownership over outcomes and consistently follow through on commitments. We're solutions-oriented, with minimal hierarchy.
  • Communication: As a distributed team, we value consistent and open communication. We offer ideas and welcome debate. We trust each other, ask for help when we need it and give honest feedback.
  • Growth: We strive to improve personally and professionally by asking ourselves what we can do better. The goal isn't perfection, but constant improvement.

Perks

Startup hustle, with added flexibility:

  • Work from anywhere: As long as you put in the work, you can do it from anywhere on a flexible schedule.
  • Competitive compensation: It doesn't hurt to get paid well while you're changing the world, right?
  • Unlimited vacation & flexible parental leave: We work hard, but work isn't everything.
  • Medical, dental, retirement: For US-based teammates, we offer benefits like medical, dental and 401K.
  • Annual retreat: Like to travel? We do too. Each year we come together in a fun location to get to know each other better.

Apply now

If you meet most or all of the above requirements, we want to hear from you! Send a resume or equivalent information to talent@hirenimble.com.