Offer summary

Qualifications:

Bachelor's degree required., At least 2 years of customer service experience, preferably in education technology or SaaS support., Experience with support ticketing systems and troubleshooting skills., Strong communication skills and ability to manage multiple priorities..

Key responsibilities:

Respond to and resolve over 500 support tickets monthly with high customer satisfaction.

Collaborate with engineering and product teams to address technical issues and bugs.

Train and mentor support team members as the support organization grows.

Maintain a knowledge base and monitor support trends to improve service quality.

Job description

About Stellic

We’re building a future where every student can move through their education with clarity, confidence, and purpose. Our platform transforms the student experience, giving them the tools they need to make the right decisions about their degree plans, track their journey, and build an education and career path that’s truly worth it.

Stellic is a fast-growing startup backed by leading social impact investors, partnering with top institutions like Cornell, Columbia, UVA, and Ohio State to support over 1 million students across 7 countries. As we scale to serve more universities worldwide, we remain deeply committed to this mission, driven by our values, and committed to building a high-performance team that’s here to make a lasting difference on both students’ lives and higher education.

About the Role

As the Technical Support Analyst, you will be the second member of our Support organization, responsible for delivering top-notch technical support to our customers. You will handle incoming support tickets, ensure timely and high-quality responses, and collaborate closely with our Engineering team to resolve bugs and address urgent customer escalations. Within your first year, you will develop deep product expertise, becoming a trusted technical advisor that even Product Managers turn to for insight on platform functionality.

As Technical Support Analyst, you will:

Serve as the second member of the Support team, playing a key role in training and mentoring future support staff
Manage and respond to 500+ support tickets monthly while maintaining a 90%+ individual CSAT rating
Provide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets
Independently resolve 70% common issues without escalation
Partner with Technical Writers to maintain a comprehensive knowledge base for faster issue resolution
Monitor customer support trends and identify areas for improvement
Work closely with Engineering to effectively escalate and resolve bugs and urgent technical issues
Foster and maintain a customer-centric culture within the support team and broader organization

You are a great fit for the role if you have the following skills and experiences:

Customer service experience (2+ years preferred)
Bachelor's degree
Experience with education technology or student information systems or similar SaaS customer support with B2B and B2C
Experience using support ticketing systems
Strong troubleshooting and analytical abilities
Excellent written and verbal communication
Ability to manage multiple priorities
Ability to multi-task and autonomously prioritization
Strong cross-functional expertise engaging with engineering, customer success, and product management team

Why Join

Be part of a customer-centric team that is addressing the core issues in higher education via an expandable platform that is overwhelming loved by students and valued by administrators
The opportunity to join at the ground level of a promising and developing organization, and build/lead a team critically responsible for its growth
Work and learn from some of the most prominent thought leaders in higher education and SaaS
Be part of a culture where ownership, new ideas, and creativity is celebrated
Generous stock options in a Series A stage startup
Flexible, outcome-based culture
Medical, dental, vision, and life insurance
401K and commuter benefits
Annual international retreats in some of the most beautiful cities & towns

Salary: $60,000 - $74,000 base salary, plus equity

Stellic is an Equal Opportunity Employer

Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.

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