Family Engagement Lab is committed to addressing critical needs among traditionally underserved families, particularly low-income and immigrant families, to improve educational outcomes. 

Our program FASTalk (Families and Schools Talk) supports our mission by giving teachers a simple and accessible way to send text messages to families, in their home language, with activities aligned to high-quality ELA and mathematics curricula. Through tips that promote positive parent-child interactions at home, FASTalk engages families to support their child’s learning and improve student achievement. 

Learn more at http://www.familyengagementlab.org/. 

THE ROLE:

We are seeking a full-time Customer Success Engineer (CSE) who is highly customer centric and is willing to roll up their sleeves to quickly build strong, trusting relationships with school districts nationwide. 

This role will develop expert knowledge of FASTalk and other services to educate technical and non-technical stakeholders during pre-sales conversations, onboarding and throughout implementation. This role will be responsible for cleaning, formatting and combining student roster data with caregiver contact information from school systems for consumption by the FASTalk platform to ensure a smooth launch.  

Furthermore, this role will listen deeply to customer needs and think strategically about improvements to products and services. The CSE will provide excellent technical support to district leads, schools administrators/staff, and teachers and escalate issues to the appropriate Family Engagement Lab teams. 

The CSE will report directly to the Director, Customer Success, but will collaborate closely with members of the Family Engagement Lab team across customer success, content, research, sales, marketing, and product to maintain high levels of customer engagement and satisfaction. 

Family Engagement Lab works with innovative partners, including the Louisiana Department of Education, Oakland Unified, Partnership for Los Angeles Schools, and Baltimore City Schools. Our work has been recognized by leading academic institutions, such as Harvard University, the Greater Good Science Center at UC Berkeley, and  J-Pal at MIT. We are generously supported by foundations, including the Overdeck Family Foundation, the Charles and Helen Schwab Foundation, the Charles and Lynn Schusterman Family Foundation, Carnegie Corporation of New York, Walton Family Foundation, and others. Because of our success with FASTalk, professional learning and other services, more education leaders (states, districts, curriculum, professional learning, and advocacy) are seeking our help to bridge best practices in authentic family engagement and student learning to support educational equity. 

KEY RESPONSIBILITIES:

PRE-LAUNCH: rostering, training, technical requirements, integrations support (20%)

• Build trusting relationships with various stakeholders at customer sites by explaining technical requirements and providing expert product knowledge

• Onboard teachers and lead virtual or onsite training to become familiar with FASTalk and start effectively using the tool

• Provide integrations support, product support and other technical trouble-shooting

• Format, clean and validate data (including student roster, caregiver mobile number and language) per FASTalk requirements

• Load data into FASTalk and configure district settings

POST-LAUNCH: issues, monitoring and communication (50%)

• Take ownership of reported issues and see through to resolution

• Monitor and improve teachers’ experiences with empathy and provide timely support and solutions

• Provide technical support to customers via phone, chat, email, video conferencing, and other channels 

• Monitor usage analytics using BI tool

PRODUCT & PROCESS IMPROVEMENT: documentation, surveys, new feature definition, internal collaboration (30%) 

• Ensure proper documentation of issues to continually improve delivery and efficiency of customer support services

• Manage client usage analytics data dashboards

• Partner with the Product team to communicate customer needs and feature enhancements

• Partner with Product Manager and Development team to support definition of features and systems

• Partner with Customer Success team to coordinate communications on high priority support cases

• Partner with the Research team to collect feedback through surveys and interviews

• Partner with the Sales team to support expansion and renewal conversations

REQUIRED QUALIFICATIONS:

• 2+ years experience directly supporting users of a software product  

• Strong interpersonal skills and customer service orientation

• Ability to quickly learn new features and provide support toward high adoption

• Creative problem solving skills, particularly related to education technology tool troubleshooting

• Excellent verbal and written communication skills supporting customers with varying comfort levels around technology

• High attention to detail and commitment to accuracy

• Conscientious, ethical, and experience with best practices in handling private, student data  

• Ability to efficiently match, clean, and reformat tabular data using Excel/Google Sheets

• Ability to work independently, as well as a proactive team member

• Demonstrated understanding of and commitment to supporting equity and inclusion

• Demonstrated track record of effectively collaborating with remote teams across geographic locations

• Ability to be responsive and excel in a fast-pacedp working environment

PREFERRED QUALIFICATIONS:

• Experience working in PreK-12 education or general educational organization

ESSENTIAL MINDSETS:

• A passion or interest in education and family engagement

We encourage applications from all backgrounds, especially BIPOC or applicants from traditionally underrepresented communities, and are committed to having a team that is made up of diverse skills, experiences and abilities.

OTHER DETAILS:

• This position is remote but requires regular communication by phone and video conferencing across the continental US. 

• This position requires occasional post-pandemic travel for customer visits and team meetings.

• Applicants must be able to commit to 40 hrs/week

• Desired start date: July 2022

• Hours are flexible but candidates should be accessible between the hours of 9-2pm Pacific Time

• Salary for the position is $80,000-100,000 based on experience

• Family Engagement Lab provides competitive medical, dental, and vision benefits, as well as a retirement plan with employer match. We also offer generous PTO + sick leave and 10 paid holidays annually

APPLICATION INSTRUCTIONS:

Please submit a resume online and answer the application questions.