B2B Service Specialist

About the Role

The Service Specialist supports the Customer Success team by handling core operational and service tasks for institutional partners. This role focuses on onboarding support, day to day partner needs, and first line service requests, allowing Customer Success Managers to focus on renewals, upsells, and strategic partner relationships.

This is a fully remote position in the United States. The base salary will be $60,000-$65,000.

What you'll do

• Monitor, triage, and resolve institutional support tickets, escalating issues as needed
• Assist with onboarding new institutional partners, including setup, coordination, and follow up
• Support and help run student and faculty orientations, both live and recorded
• Provide hands on guidance to faculty and administrators on platform functionality and workflows
• Document common issues, workflows, and best practices to support consistent partner experiences
• Coordinate closely with Customer Success Managers to ensure smooth onboarding and ongoing support
• Support process improvements related to onboarding, service delivery, and platform workflows
• Upload and manage student rosters for institutional partners, ensuring accuracy and timeliness
• Serve as support for institutional partners, responding to questions and service requests

About you

• Experience in a customer support, customer success, or operations role, ideally in B2B SaaS or education technology
• Familiarity with HubSpot or similar CRM platforms preferred
• Strong organizational skills and attention to detail
• Comfortable working with faculty, administrators, and institutional stakeholders
• Ability to manage multiple requests and priorities in a fast-paced environment

Our Benefits

• Comprehensive medical, dental and vision insurance for employees and their families
• Flexible & encouraged PTO
• Company HSA contribution of $90/month for eligible plans
• Company-paid life insurance and disability coverage
• 401(k) with company match (100% match on first 3%, 50% match on the next 2%)

Archer Review is an equal opportunity employer. We welcome applications from candidates of all backgrounds and experiences.

Please note that as part of our standard hiring process, the company conducts background checks with the candidate’s consent, consistent with applicable local, state, and federal laws. For roles based in or performed in Austin, Texas, background checks are initiated only after a conditional offer has been made, in accordance with the City of Austin Fair Chance Hiring Ordinance.