Job Details

About TutorFirst
TutorFirst is a growing SaaS platform built specifically for tutoring companies. Our software
helps education businesses manage operations, streamline workflows, and scale efficiently.
We're a small, collaborative team that values ownership, adaptability, and delivering an
exceptional customer experience.
We're looking for a Customer Support Specialist who thrives in a fast-paced, technical, ticket-
driven environment and enjoys wearing multiple hats across onboarding, implementation, and
support.

The Role
This is a hands-on, customer-facing role focused primarily on ticket resolution, onboarding, and
customer support. You will be responsible for delivering timely Tier 1 assistance via Zendesk,
helping new clients get set up, and supporting occasional demos and sales coverage when
needed.

Success in this role means balancing responsiveness with organization - maintaining fast
response times while supporting onboarding, training, and customer implementation.

What You'll Do

Customer Support & Ticket Management

• Serve as the primary Tier 1 support contact using Zendesk
• Manage ticket volume:
  • Troubleshoot technical issues and guide customers via chat, email, or Zoom
  • Escalate complex forensic/database issues to Tier 2 support

• Deliver onboarding sessions and initial configuration guidance for new clients
• Help customers navigate implementation planners and knowledge base resources

• Provide periodic product demos
• Support technical demos and ad-hoc client sessions

• Work cross-functionally with Sales and Support to maintain seamless customer coverage
• Contribute to knowledge base updates and internal process improvements
• Embrace the "multi-hat" nature of a small SaaS team

• 3+ years of experience in customer support, customer success, or account management within a SaaS environment
• Comfortable in ticket-heavy, customer support roles
• Highly organized and able to manage competing priorities independently
• Confident communicator who can explain technical concepts clearly
• Experienced with or willing to learn tools like Zendesk, CRM platforms, and Zoom
• Proactive problem solver who thrives in a fast-moving, startup-style environment

• Business hours coverage: 08:00-5:00 EST
• Multi-hat role balancing tickets, onboarding, and limited demos

• Base Salary: $70,000-$80,000 USD
• Commission: 1% of revenue
• PTO: 4 weeks
• Healthcare Stipend: $500/month
• Fully remote work environment

• Make a visible impact on a growing SaaS platform serving the education industry
• Work closely with a small, agile team where your ideas matter
• Help shape the customer experience from onboarding through long-term success