Customer Success Specialist
About the role
We are looking for an enthusiastic, welcoming, and self-motivated Customer Success Specialist to join our growing team. You will be the primary point of contact for our users, helping them master our platform, resolve technical issues, and most importantly feel valued. This role requires strong problem-solving skills, excellent communication, technical knowledge, and a genuine passion for helping people. You will play a crucial role in improving user satisfaction and shaping our product by communicating feedback directly to the engineering and
product teams.
This role reports directly to the current Customer Success Lead. All positions at Perusall possess strong growth potential with the ability to collaborate across teams, participate in company-wide projects, and acquire new skills.
Key responsibilities
- Frontline support: Respond promptly and professionally to customer inquiries and issues via email and Zoom. Improve effectiveness & efficiency of customer interactions.
- Troubleshooting: Diagnose, reproduce, document, and resolve technical issues related to the Perusall platform. Work collaboratively with Engineers to pinpoint and resolve platform issues.
- Documentation: Create and update internal knowledge base articles, FAQs, and public-facing documentation to empower self-service (requires strong writing and basic image/video editing skills).
- Customer advocacy: Act as the voice of the customer, escalating recurring issues and collecting detailed feedback for the product development team (e.g. creating product feature requests on behalf of customers).
- Onboarding/Education: Work with Perusall’s Learning & Engagement, Marketing, Operations, and Sales teams to ensure team members are aware of complex feature updates/improvements.
- Additional related tasks: Willingness to collaborate on team projects, such as the Perusall Exchange or Perusall Book Events; desire to spearhead new initiatives; ability to complete support-related tasks, such as platform testing.
Required qualifications
- Bachelor’s Degree (or equivalent)
- Strong organizational and time-management skills; naturally empathetic, positive, adaptable, and collaborative.
- Exceptional written and verbal communication skills; ability to explain technical concepts clearly to non-technical users.
- Proficiency with or willingness to learn at least one major helpdesk software (e.g., Zendesk)
- Strong analytical and troubleshooting abilities to solve complex problems quickly.
- Ability to work independently and manage a high volume of inquiries.
- Familiarity with Canva, Google suite (especially Google Sheets), and Vimeo
Preferred qualifications
- Preferred degree in tech-related field OR 2 years of experience in a customer-facing support role.
- Prior experience in Education or EdTech is a plus, but not required.
- Familiarity with reporting and analytics tools, CRMs, etc. (e.g., Linear, HubSpot, etc.).
- Basic understanding of Learning Management Systems, LTI tool integrations, and log management systems (e.g. Solarwinds).
What we offer
- Competitive salary commensurate with experience, with the potential for annual bonuses dependent upon performance review.
- Comprehensive medical, dental, and vision insurance.
- Paid time off.
- Fully remote.
- Opportunity to collaborate with a mission-driven team making an impact in education.
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Perusall is built on inclusion, respect, and collaboration. We believe that bringing together people with diverse experiences and perspectives makes our team stronger and our work more impactful. We’re proud to be an equal opportunity employer and encourage individuals from all backgrounds to apply.
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