​This is a full-time, Fully Remote Technical Support and Operations Specialist role at Clayful, an early-stage EdTech startup focused on mental health support for students. This highly hands-on role is the technical backbone for the company, blending Tier 1 support with crucial system implementation, data management, and operational automation.

• ​Location: Remote.
• ​Company Stage: Early-stage EdTech startup.
• ​Focus: Bridging customer-facing support and internal operations. Key duties include technical troubleshooting, implementing systems for new school partners, managing student/staff data (adhering to FERPA/HIPAA), and optimizing workflows using tools like Zapier and Salesforce.
• ​Environment: Dynamic, ambiguous, requiring high responsiveness and ownership.

​What You’ll Do: Technical Backbone and Operational Excellence

​This role is responsible for ensuring the reliability and scalability of Clayful’s service delivery by maintaining technical systems and improving efficiency.

• ​Technical Support & Troubleshooting: Serve as the first line of response for technical challenges. Investigate root causes, escalate issues, and maintain detailed documentation to prevent recurrence.
• ​Implementation Support: Support the setup and configuration of Clayful systems for new school/district partners. This includes technical onboarding, validating data, communicating discrepancies, and rigorously adhering to a step-by-step launch process.
• ​Data Management: Roster student and staff data with precision, ensuring security adherence (especially FERPA and HIPAA). Build and manage automations that move data between platforms while maintaining integrity.
• ​Operational Excellence & Automation: Become an expert in current workflows and tooling (Zapier, Salesforce, Sheets). Design, maintain, and optimize workflows to automate processes and improve efficiency. Identify and implement solutions for cross-functional friction points.
• ​Reporting: Create and maintain reporting and dashboards using Salesforce, Google Sheets, and tools like Coefficient.

​Key Traits and Skills

​The ideal candidate is a highly responsive, detail-oriented problem solver comfortable with a wide array of support and operations tools.

• ​Mindset: Highly responsive (Slack is the command center), thrives in reactive work, and is a curious problem solver. Comfortable making pragmatic decisions (Intentional).
• ​Technical Savviness: Comfortable with Zapier, Slack, Salesforce, Google Sheets, APIs, and troubleshooting tools. Able to navigate technical issues and code light solutions when needed. Understands how systems fit together (diagnosis, debug, and improvement).
• ​Process & Detail: Detail-Oriented in execution and documentation. Takes ownership and meets deadlines consistently (Dependable Team Player).
• ​Communication: Clear Communicator who cuts through noise with concise, high-quality communication, adapting to technical or non-technical audiences.
• ​Mission: Mission-Driven and inspired by making a meaningful difference in students’ lives.