Customer Success Specialist

1 week ago

ClujNapoca Metropolitan Area, Romania Spark Generation Full time 25,000 - 35,000 per year

About Spark Generation

Spark Generation is a web-based platform transforming how education happens day-to-day in schools. We focus on wellbeing, skills, and future readiness, empowering teenagers, teachers, staff, and parents through personalized support and practical resources.

By partnering with secondary schools, we provide an easy-to-use, all-in-one platform that covers key areas of wellbeing — mental, emotional, relational, physical, learning, space, and future. Our mission is simple: remove limitations and enhance school experiences.

The Role

We're looking for a
Customer Success & Support Specialist
to ensure that schools, teachers, students, and parents get the most out of Spark Generation.

This is a
client-facing role
that combines:

  • Customer Success
    → onboarding, relationship management, adoption, retention.
  • Technical Support
    → Level 1 troubleshooting, problem replication, escalation to engineering.

It's perfect for someone who enjoys working with people, loves technology, and wants to make a real impact in education.

What You'll Do

  • Be the
    main contact
    for assigned schools and clients.
  • Guide schools through
    onboarding & training sessions
    .
  • Provide
    Level 1 support
    : troubleshoot issues, resolve common problems, replicate bugs.
  • Escalate technical issues to the product/engineering team with clear documentation.
  • Monitor
    platform usage & engagement
    to spot risks and success stories.
  • Collect and structure
    feedback from users
    to improve the platform.
  • Create and maintain
    help guides, FAQs, and support resources
    .
  • Build strong, long-term relationships with schools.

What We're Looking For

Customer Success & Communication

  • Excellent written & spoken communication (Romanian & English).
  • Ability to explain technical topics in clear, simple language.
  • Experience in customer success, support, or account management.
  • Empathy, patience, and problem-solving attitude.

Technical & Analytical

  • Tech-savvy with a passion for digital platforms and EdTech.
  • Previous experience in Level 1 technical support or troubleshooting.
  • Familiarity with support/ticketing tools (Zendesk, Intercom, Jira) is a plus.
  • Comfortable analyzing data to track adoption and usage.

Other

  • Bachelor's degree in Business, Education, Computer Science, or related field.
  • Experience in SaaS or education is an advantage.
  • Self-driven, proactive, and a collaborative team player.

What We Offer

  • The opportunity to directly impact how schools improve wellbeing and learning.
  • A chance to shape our
    customer success & support function
    from the ground up.
  • Career growth toward
    Senior Customer Success, Product, or Solutions roles
    .
  • Hybrid work model with flexibility and autonomy.
  • A supportive, mission-driven team passionate about transforming education.

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