[Hiring] Support Specialist at Rockstar

Rockstar is recruiting for an innovative edtech company dedicated to transforming how schools approach scheduling. This client was founded by former educators who understand the challenges of building effective school schedules and are passionate about saving educators time while enabling schools to align their schedules with academic, budget, and staffing priorities. Their solution leverages AI optimization and deep domain expertise to help districts and charter leaders unlock resources and build schedules that reflect their vision.

The company was founded to build the tool its founders wished they had when working in schools — aiming to save hundreds of hours of wasted time while helping schools develop better schedules that enable their academic, budget, and staffing priorities.

The solution addresses the needs of school-based employees who toil away building schedules and central office employees who need visibility into them.

The school schedule reflects values and priorities. With 75 to 90% of a district budget dedicated to personnel, there are few questions more paramount than how staff and students spend their time every day, what positions are needed, how many teachers will be hired, and how students will interact with them.

Strategic resource allocation across schools, proper access to core courses and electives, and dedicated support to sub-groups begins with the development of a school schedule.

This platform is a home for secondary scheduling featuring AI optimization and support from a team of former educators who know and have lived scheduling. Not only does it save time and headache, it unlocks resources so district and charter leaders can build a schedule that aligns with their vision.

About the role

As a Customer Support Specialist, the individual in this role will be the trusted first line of support for school and district partners. This person will provide both in-the-moment app support while triaging requests internally to ensure high-quality, timely responses.

The Customer Support Specialist will partner closely with School Success Managers as they lead school implementations, providing a cohesive support experience for partners.

This role will impact the quality of the product by surfacing key support trends to the Package and Engineering team. As the company grows, the Customer Support Specialist will play a vital role in further defining and improving the support model.

Role & Responsibilities

– Provide front-line support & ensure customer success

– Manage the day-to-day support queue of customer inquiries and issues for the school scheduling solution.

– Provide timely, accurate, and professional resolution for general customer inquiries and issues (e.g., app navigation, functionality questions, user access/login issues, basic issue resolution, etc.), ensuring a high first-response resolution rate.

– Serve as a dedicated support resource for one of the customer implementation teams, working closely with the School Success Managers (SSMs) to triage and resolve issues efficiently, escalating when necessary.

– Analyze and report on customer support trends

– Catalogue and categorize all inbound support requests, creating a clear, actionable picture of the types of support requests received and implications across functional areas.

– Contribute to the continued evolution of the support strategy by analyzing ticket volume, resolution times, and customer feedback to develop clear recommendations for improving service delivery.

– Enhance and expand support resources

– Own and update customer support resources by drafting, reviewing, and organizing help center articles and internal documentation based on recurring user questions and feature releases.

– Support quality assurance by testing new features and product releases prior to launch to ensure a smooth customer experience and troubleshoot potential support issues proactively.

– Play on a great team, and grow!

– Pitch in wherever and whenever is needed to contribute to team success, embodying the spirit of a small and quick-moving team.

What is required in candidates

The role requires someone with:

– A minimum of 2 years of experience in schools or educational technology organizations, providing foundational insight into the K-12 environment.

– Exceptional written communication skills, with a proven ability to explain complex technical concepts in simple, user-friendly language.

– An analytical mindset and comfort with using data (ticket trends, categorization) to inform strategic decisions.

– A passion for education and improving how schools operate.

The following additional experiences are a plus:

– Direct experience using a modern ticketing system (e.g., Help Scout, Intercom, Zendesk).

– Experience in a fast-paced, high-growth entrepreneurial environment.

Who the ideal candidate is

– An analytical thinker: Looks beyond individual tickets to see patterns and trends, excited by the opportunity to shape a new business function using data.

– A clear communicator: Meticulous about grammar, tone, and clarity, ensuring every response is professional, empathetic, and easy to understand.

– A resourceful problem-solver: Proactive about finding the answer and possesses the patience and attention to detail required for meticulous documentation.

– Systematic and organized: Thrives when managing multiple priorities with frequent context-switching. Utilizes strong personal organizational systems to track tasks, document updates, and ensure no detail slips through the cracks.

– Highly collaborative: At their best in a team environment and can effectively coordinate between experts in technology, business, and systems.

– Passionate about schools: Driven to improve how schools operate and help them use their most precious resources – time, money, and talent – to best serve students.

Benefits offered

– Health: medical, dental, vision, and an employee contribution-only 401(k) plan

– Flexible PTO

– Personal growth: At the current early stage there will be many professional development opportunities as the company grows and evolves, requiring founding staff to grow with it