Client Support Specialist (Tier 1)

Edlink • Austin, TX

23h • Onsite

About The Position

Edlink is a growing startup in Austin, Texas, focused on solving complex problems in educational technology by improving data integration between learning platforms and school data systems. Their API serves over 60 million users across 5,000 districts and universities. This role is for an early hire with the opportunity to significantly impact the organization's growth and direction.

Requirements

• Understanding of APIs and ability to explain technical concepts clearly.
• Experience in API support, integrations, implementation, technical account management, customer support, or similar roles.
• Comfort troubleshooting customer workflows across multiple systems and platforms.
• Ability to independently investigate issues using documentation, testing, and targeted questions.
• Clear communication skills with customers and teammates, especially regarding technical details.
• Strong listening skills to understand customer needs and translate them into actionable steps.
• Organized, calm, and detail-oriented approach to complex customer setups.
• Ability to follow through on tasks without explicit step-by-step guidance.

Nice To Haves

• Experience with technical products, integrations, APIs, or startup teams.
• Experience working with existing customers during onboarding, implementation, support, or account management.
• Proven track record of improving a process, customer workflow, or internal handoff after identifying a recurring issue.

Responsibilities

• Serve as the primary point of contact for all SMB clients.
• Manage the support pipeline, coordinating communication between Client Success, Engineering, and clients.
• Participate in strategy and planning sessions with the Growth team.
• Develop a comprehensive understanding of the industry, client personas, Edlink's use-cases, and technology.
• Drive continuous improvement in process, response time, customer satisfaction, and resolution time.
• Contribute to Edlink's vision and mission by assisting where needed in a fast-paced startup environment.
• Help customers maximize their benefit from Edlink's services.

Benefits

• Generous PTO
• Weekly team lunches
• No bureaucracy
• Flexible working hours
• Health, Dental, and Vision Insurance Options
• Paid Parental Leave
• Equity (.2% - .5%)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed