Customer Success Associate (Sawyer)

Customer Success Representative

DaySmart supercharges experienced-based businesses with innovative, industry-specific software services that power customer and revenue growth. With thousands of partners worldwide and dozens of industry awards, we provide best-in-class solutions to accelerate their business.

Our Sawyer software is designed to simplify the discovery of children's after-school and extracurricular activities. Through our two-sided model, we provide software solutions that help providers run and grow their businesses, while also offering a marketplace where parents can easily find kids' activities in their area. This unique approach fills a gap in the recreation market that's often overlooked. Join us in our mission to give every child the opportunity to discover their own love of learning.

Job Overview

The Customer Success team at Sawyer prides itself on delivering dependable and delightful support for our clients. Our clients include education providers who use Sawyer for Business as well as parents who make purchases on hisawyer.com. This is a great opportunity for a goal-oriented individual to join our exciting and fast-paced Customer Success team. This position reports directly to the Director of Customer Success.

Responsibilities

• Provide high level, empathetic customer support via email, phone, chat, and video-call
• Understand the expected functionality of Sawyer for Business and the Sawyer Marketplace (hisawyer.com) and communicate this effectively with provider-partners and parents
• Conduct training calls and support calls
• Become an expert on Sawyer products and manage day-to-day business inquiries (reporting bugs, logging feature requests, etc.) and deliver detailed solutions to customers
• Prioritize and escalate support requests to your manager or the Account Management Team
• Work with our Product team, Engineering team, and Design team to integrate feedback from end-users into our products
• Communicate, collaborate and participate in team meetings and with other teams at Sawyer

Required Skills

• Bachelor degree or equivalent
• 2+ years of experience in Customer Success
• Must be able to work 9-5pm Eastern Time, Monday-Friday
• Access to a stable internet connection and a quiet place to work every day
• Relevant experience at a SaaS company and prior Intercom knowledge
• Demonstrated ability to organize and prioritize tasks
• Eagerness and interest to learn the ins and outs of the product and ability to operate with a "growth mindset"
• Consumer experience with e-commerce websites and apps (e.g. have bought something on Amazon.com and taken an Uber)
• Experience successfully de-escalating situations with frustrated customers all while providing 'surprise & delight' quality support and solutions
• Ability to use online resources (e.g. a help center) to find answers to software questions and interest in building out your own staging account to test different scenarios in the product
• Proven ability to communicate clearly in writing, over the phone, and in-person / via video
• Cheerful, energetic and positive attitude
• Interest in building relationships with our Providers and as well as an interest in being part of the Sawyer team

Salary

• The salary range for this role is $45,000 to $60,000 per year. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

What We Offer

• Competitive salary and benefits including medical, dental, vision, HSA, FSA, and more!
• 401k plan with company match on your contributions.
• Open PTO and a generous paid holiday schedule.
• Supportive work environment with the flexibility to work where/how you want in-office, remote, or hybrid.
• Opportunities to ensure you are always learning and growing.

How You Will Work

This will be a US based position. We offer flexible work arrangements including fully remote, in person or hybrid opportunities. For those looking to work in person, we have physical offices in the following cities:

• Ann Arbor, MI
• Wayne, PA
• Austin, TX

Many DaySmart employees primarily work from home, and our teams are structured to operate efficiently in a distributed environment. While we don't always share a physical office, we work together closely through remote collaboration practices.

We maintain a highly collaborative culture and expect all employees to actively participate in meetings, discussions, and team interactions. This includes joining scheduled video calls with cameras on, contributing to conversations, and being fully present.

We believe that strong communication and visual connection are essential to maintaining alignment, accountability, and trust across our teams. At DaySmart, working remotely comes with the responsibility to show up, engage, and collaborate with intention.

Your safety is important to us! We've recently identified an increase in fraudulent activity targeting individuals who have applied to positions at DaySmart. Please note that any legitimate communication regarding your application will come either from an official DaySmart email address (ending in @daysmart.com) or directly through our Applicant Tracking System.

Please refer to DaySmart Privacy Policy to learn more about how we are committed to respecting your privacy and the security of your personal information.

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.