Customer Support

Boise, ID  | Operations | Full-Time | Remote Optional

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Our Mission and Values
At Brolly, we help special education teams succeed through innovative EdTech. Our team is made up of educators, innovators and entrepreneurial thinkers that like to challenge the status quo, tackle meaningful problems, and positively shape K12 special education.

As part of the Brolly team, you will be expected to take pride in your work, innovate and problem solve with limited oversight, and put the customers’ needs first, always. We are passionate about building supportive relationships, gathering regular feedback to inform product improvements, and genuinely improving the lives of our users through our offerings.

At Brolly, we value integrity, trust, innovation, an entrepreneurial spirit, respect and a customer-first mindset. These values determine the decisions we make, the community we build, and the service we deliver to our partners. We believe that diversity fuels innovation and we aim to foster an environment where everyone has an opportunity for impact and growth. We are a talented, hard-working team with an appreciation for work-life balance.
Who We Are Looking For

In a Customer Support role at Brolly, you will provide integral support to our district and school partners, ensuring they have the best experience possible with our product. You will help set up user accounts, troubleshoot support tickets, and answer questions from educators as they use Brolly to streamline their special education workflows. 

This role will require you to interact with all types of district and school stakeholders and to support them in a number of ways. You must be able to navigate discussions, build strong relationships with diverse sets of people, and be incredibly organized and detail-oriented.  At the same time, you are able to collaborate closely with our internal product and customer success teams.

Key Responsibilities
  • Respond to support tickets and requests, engaging with district and school partners, primarily via our ticketing platform (Freshdesk), to perform customer support.
  • Work with new customers to ensure they get fully set up and are ready for their trainings.
  • Collaborate with Customer Success to update customer information and maintain adequate records for each customer consistent with annual contracts.
  • Maintain organized internal systems with accurate and up-to-date records.
  • Limited travel may be required for annual team events.
Preferred Skills & Experience
  • 2+ years customer support experience, ideally at an enterprise SaaS company
  • Exceptionally detail-oriented and incredible organizational skills
  • Effective interpersonal communication skills
  • Proficiency in Microsoft programs
  • Familiarity with ticketing systems and processes (we use Freshdesk)
  • Famililarity with K12 education, edtech, special education are all a plus
  • Prior teachers with a knack for technical work are a great fit!
Benefits
  • Competitive base salary based on experience and location
  • Medical, dental, and vision coverage
  • 401k matching
  • Generous PTO policy
  • A motivated, passionate, and fun team. We’re collectively interested in supporting your growth in your career!
  • This position can be remote, or hybrid out of our Boise office.
Contact
Please address your cover letter to Abby Fereday and apply below with your contact info, cover letter, resume, LinkedIn profile, salary expectations, and how you heard about us. We are accepting applications on a rolling basis and do not have a set timeline for hiring. We prioritize fit over speed in our hiring practices.
Brolly is an equal opportunity employer and strongly encourages applications from all people of diversity, including those with diverse needs, backgrounds, abilities, and other distinct characteristics.
Learn more about working at Brolly!

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Customer Support