Senior Professional Customer Support Specialist - Education (1 year FTC - Renewable/ Convertible)

At Goodnotes, we believe that every individual holds untapped potential waiting to be unleashed. By reimagining the way we interact with information, we’re merging human creativity with the breakthrough capabilities of AI. Our renewed vision and mission drive us to create the best medium for human and AI collaboration, empowering users to explore new dimensions of productivity, creativity, and learning. Join us on this journey as we transform digital note-taking into an inspiring and innovative experience.

Our Values:

Dream big

—Be visionary, strategic, and open to innovation

Build great things

—Work in service of our users, always improving and pushing higher

Take ownership

—Take responsibility with bold decision-making and bias for action

Win like a sports team

—Be trusting and collaborative while empowering others

Learn and grow fast

—Never stop learning and iterate fast

Share our passion

—Share ideas and practice enthusiasm and joy

Be user obsessed

—Empathetic, inquisitive, practical 

About the Team:

The Goodnotes Professional Customer Success Team is a group of passionate people who are committed to supporting our professional users in schools and businesses to ensure they have the best possible experience when implementing and using our products.

Our Team works with our B2B and Education Teams to support Schools and Businesses. As our professional user base grows, we are looking to expand our team to provide technical support, implementing and onboarding help, and how to get the most out of the products, which include Goodnotes Teams and Enterprise, and Goodnotes Education.

The Pro CS Team is very new, set up just over a year ago, and currently has 4 members, but is part of our broader Customer Success Team. This makes it a great team to work in as all our members have a huge impact on product direction, improvement and direct contact with our engineering, product and marketing teams to give important insight into our customers’ issues.

Our team is split between Asia and Europe, and our user base stretches across the globe.

About the role:

As a Senior Pro CS Specialist for Education at Goodnotes, you will lead the Education side of our Pro CS operations while maintaining hands-on involvement in customer support. You'll spend approximately 50% of your time handling customer tickets, ensuring you stay connected to customer needs and maintain expertise in our education products. The remaining 50% will focus on leadership responsibilities, including leading and mentoring and growing our Education support team, driving education-specific initiatives and projects, and owning reporting and metrics for the Education support group.

You'll collaborate with Engineering and QA teams to triage issues and coordinate resolutions, design public messaging and write support articles to build a self-service support culture, and plan and execute projects that advance our Education support capabilities. You will also work closely with our Academic Affaris Team, who build relationships with schools and teachers, to identify areas of imporvement for our services and liase with them on issues with particular schools.

You'll report to the Pro CS Lead (who oversees both Education and Business teams) with autonomy over education support strategy, metrics, and team direction.

This is the role for you if you’re excited to work on the things listed below:

• Be the first point of contact for schools that are reaching out for support
• Working closely with our Academic Affairs team, who build strong in-person relationships with schools
• Analysing common issues and documenting proven solutions in our Help Centre, as well as preemptively planning support content
• Initiating cross-team projects to improve our customer support process and guide product and process direction
• Be the voice of our customers in product and engineering meetings to drive task prioritisation
• Informing the marketing team about opportunities for content (blog articles, tutorials)
• Owning reporting and metrics for the Education Support Team, including customer feedback

The skills you will need to be successful in the above:

• Proficient in using AI to innovate your working processes
• Experience in MDM systems, particularly knowledge of Managed App Configuration, and troubleshooting these systems
• Excellent planning using a variety of productivity software such as Excel, Notion, and Google Sheets
• Experience in providing technical customer support. Education or B2B SaaS product experience is a huge bonus
• Excellent written English skills. It's a huge bonus if you are also proficient in German, Japanese or Mandarin
• Outstanding problem-solving & critical thinking skills
• Interest in app development and engineering team workflows and processes
• Expert user of iOS, Android and/or Windows products
• Passion for helping people
• Experience with modern help desk software like HubSpot or Zendesk. HubSpot is a huge bonus!

Even if you don’t meet all the criteria listed above, we would still love to hear from you! Goodnotes places a lot of value on learning and development and will support your growth if needed.

The interview process:

• Take-home Assignment to showcase your skillset for the job.
• An introductory call with someone from our talent acquisition team. They want to hear more about your background, what you are looking for, and why you’d like to join Goodnotes
• A role-specific call to discuss your background and skillset for this role in detail
• Hiring Manager interview: A call with your hiring manager. This is the person who will be managing you day to day, working on your growth and development with you as well as support you throughout your career at Goodnotes.
• A meet the team call with 2 or 3 GoodPeople you’d be working closely with at Goodnotes.

Note: Employment is contingent upon successful completion of background checks, including verification of employment, education, and criminal records.