🤗NYC Customer Success RepresentativeCustomer SuccessNew York CityNovember 21, 2025
Overgrad
Sales & Business Development, Customer Service
Posted on Jan 5, 2026
About Overgrad
Overgrad is on a mission to give K-12 school districts across the United States super powers as they work to improve the access their students have to postsecondary pathways.
We do this by building tools and trainings that help districts learn from and leverage their student data with an aim on increasing the likelihood of success after high school. We are looking for more people to join us on our mission to ensure that all students have a clear and supported path to future opportunities. You will be joining a team that works with some of the most innovative organizations in the college and career readiness space including KIPP, Uncommon Schools, and Summit Public Schools.
Role
One of our core values is to wow our customers, and you’ll contribute directly towards this focus. As a Customer Support Representative, you’ll provide frontline support for our biggest and most influential customers. You’ll provide answers to frequently asked questions, troubleshoot common issues, and help guide customers to other relevant resources when they reach out to our team for help. Your contributions help keep our customers happy by efficiently and effectively solving their problems, while your responsiveness and prioritization allows our Customer Success team to focus on strategic and proactive support to help ensure each and every customer experiences success.
So what does this look like day-to-day? You will manage direct support for our New York City Public School accounts. You’ll partner with our Community Engagement Manager to provide training on key features and proactive support aligned to district goals. This will also entail handling support tickets that come in to make sure our customers feel supported when they need us most. Finally, you will be allocating part of your week to analyzing data. Don't worry, no need to be a data scientist, this type of data analysis is more focused on usage. If you see something troubling in one of your accounts, it will be your job to identify it and reach out to proactively address the issue.
Key problems you will help us solve
Adapt and improve internal systems to maximize team’s efficiency, specifically focused on ticket resolution, resource access and availability, and informational organization
Identify product development opportunities through analysis of usage data, support ticket submissions, and customer feedback
Develop expertise on some of our biggest customers’ workflows, goals, and practices to provide differentiated and specific support as related to Overgrad
Design and write well-structured helpdesk articles so customers can find the answers they need when they need them.
Keep our customer retention rate above 90%.
You will do this by
Direct Customer Support (75%)
Work closely with our New York City Community Engagement Manager and Head of Customer Success to identify and address common challenges and opportunities for improved support
Deliver NYCPS-specific training sessions to address common challenges and provide proactive support for upcoming initiatives and goals
Serve as primary responder for support tickets through both phone and email requests, and communicate with Customer Success, Development, and Product teams to resolve customer issues
Assist with tracking and data entry to track implementation and progress towards usage goals
Internal Operations Management (20%)
Champion process improvements by looking for ways to improve Customer Success Team processes and functionality including but not limited to
Ticketing tracking and resolution
CRM management and usage
Internal and external knowledge bases and documentation
Collaborate with Customer Success, Product, and Development teams to increase visibility and accountability for complex problems
Helpdesk Documentation (5%)
Creating helpdesk articles for common user questions
Updating existing helpdesk articles as Overgrad's technology changes
About You
The following are just examples of the type of person we think would thrive in this role. You certainly do not need to see yourself in all of these examples to be a great fit for this job.
You are quick to establish credibility
You know your way around a school system and can empathize with implementation issues.
You have formal or informal postsecondary counseling experience and know how challenging each day can be.
You listen intently, ask questions, and propose solutions from an informed point of view.
Your efficiency is unmatched, especially while managing the minutiae
You are able to quickly synthesize complex tasks to identify clear next steps
You can prioritize tasks across multiple projects and priorities
You have a keen eye for detail and pay attention to the small stuff
You believe deeply in equity of access to postsecondary pathways
You believe in equity, not equality. We work with many students from disadvantaged communities and you believe they deserve more than their wealthier peers, not the same.
You understand that local context matters a lot and you seek earnestly to understand local problems to create local solutions.
You are a strong external and internal communicator
You can communicate clearly and effectively in-person, on the phone, and over email.
You can hold a conversation with anyone, from developers to counselors to district administrators.
You are comfortable asking questions and listening to find out what people are really trying to tell you.
You are not intimidated by failure and embrace challenges
You view failure as a form of learning.
When you encounter failure, you don’t shut down, but rather you turn on another gear and get back after the problem.
Hard, complex problems excite you.
You embrace ambiguity while handling uncertainty
You are comfortable working with loose guidelines and are able to curate your own path towards outcomes.
You know that systems change is hard and complex...and you love it.
You thrive when you’re able to improve upon or create systems to enable you to do you work more efficiently or effectively
Qualifications
Excellent time management, including prioritization and delegation of multiple high priority projects and tasks across members of a team
Expert organizational skills, navigating various resources to solve problems and offer solutions
Effective communication of complex issues and concepts to a non-technical audience
Proven examples of persistence in the face of adversity that resulted in successful outcomes
Ability to flourish with minimal guidance
Experience successfully leading large, multi-stakeholder projects
Comfortable with fast-paced environments and constantly changing requirements
Demonstrated passion for encouraging social change
School counseling experience (whether formally or informally)
Even Better Qualifications
Experience working at a startup and working remotely
Knowledge of the necessary systems, processes, and strategies for executing an efficient and exceptional customer success experience
Comfortable using Excel, Google Suite, Notion, and HubDpot
Our Team
You will be joining a small but growing team as one of the first 15 hires at Overgrad. We are united around our mission to ensure that all students have a clear and supported path to future opportunities.
Pay and Benefits
We offer a competitive compensation and benefits package which includes medical, dental, and vision. You can read more about our culture and benefits by checking out our handbook.
How to Apply
Please submit a resume and your answers to the following questions to jobs@overgrad.com. Though not required, you may also include a cover letter. In your cover letter, please explain how you heard about Overgrad and your interest and qualifications for the position.
Why do you want to work at Overgrad?
What do you find gives you the most energy on a daily basis in your current role? What do you find drains the most energy?
What characteristics about you gives you the confidence to thrive on a small team tackling a big problem?
Overgrad is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, ethnicity, religion, gender, sexual orientation, gender identity or expression, national origin, disability, age, marital status, military status, pregnancy, or parenthood.