CustomerServiceSpecialist

Blueprint is seeking a Customer Service Specialist to play a critical role in delivering a seamless and supportive experience for our institutional partners, faculty, and student users. This role works closely with the Director of Customer Success and Account Managers to support new account setups, onboarding, group link creation, and day-to-day customer support across our B2B SaaS solutions. The ideal candidate is a proactive problem solver who enjoys helping others and thrives in a fast-paced, education-focused environment. This a full-time, remote position. What You’ll Do Partner with the Director of Customer Success and Account Managers to assist in the setup, onboarding, and ongoing support of institutional and group accounts across medical schools, residency programs, nursing, PA, pre-med, and pre-law programs. Set up and manage student purchase links for group programs, ensuring timely delivery and access. Serve as the first point of contact for faculty, administrators, and students, addressing inquiries, resolving issues, and escalating as needed. Work with internal cross-functional teams, including Engineering and Technology, to identify and resolve customer issues. Deliver a smooth onboarding experience by guiding faculty and administrators through the setup and usage of our educational platforms. Maintain accurate records in Salesforce and other internal systems, and communicate updates across internal teams. Gather, organize, and share customer feedback with internal stakeholders to inform improvements in our products and services. Create and maintain support materials, including written guides, videos, and FAQs, to enhance the user experience. Provide monthly reporting on group link usage and protected group sales data to internal teams. Occasional availability needed during high-volume periods including some weekends. Who You Are Bachelor’s degree preferred 1–2 years of experience in customer service, customer success, or support—ideally in a SaaS or e