Customer Success Specialist at Discovery Education,Inc. – Charlotte, North Carolina

Location: Virtual
Req Number: Req# 338
Date Posted: Posted Friday, January 9, 2026 | Expires Tuesday, February 3, 2026

As a Customer Success Specialist, you’ll be the primary contact for school‑level and small‑district administrators. You will handle a high volume of inbound and outbound communications on topics ranging from pricing and sales policies to usage and account management. A core responsibility is maintaining accurate, timely records of customer interactions. As time allows, you’ll support projects that expand trials and membership opportunities for schools and small districts.

Due to current business needs, candidates for this role must live in or be excited to work full-time in PST or MST time zones.

In This Role You Will:

• Inbox & Phone Support: Respond promptly to administrator emails; make and receive calls to address questions, resolve issues, and guide next steps.
• Policy & Pricing Guidance: Explain standard pricing, sales policies, and options clearly and professionally.
• Account Management: Help administrators with access and usage, troubleshoot account issues, and ensure smooth onboarding.
• Recordkeeping: Log every interaction with complete, accurate details; maintain clean, up‑to‑date contact and account records in CRM and ticketing tools.
• Escalations & Collaboration: Triage complex or non‑standard requests, loop in the right teammates, and follow through to resolution.
• Growth Projects: Support targeted outreach to schools with strong usage, coordinate trials, and assist with membership conversion initiatives.
• Process Improvement: Surface insights from conversations, recommend improvements to workflows, and contribute to campaigns that better serve schools.

Core Competencies for Success:

• You’re a great listener and communicator, able to ask the right questions that lead to insight about what our school and small district administrators need and how we can best support them.
• You’re able to keep project work moving forward while making sure nothing falls between the cracks.
• You’re energetic and engaging - you enjoy talking to customers and helping to ensure as many schools as possible can purchase Mystery Science.
• Strong communicator:
• You have excellent written and oral communication as well as strong interpersonal skills.
• Your friends turn to you when they need help with an important conversation, text, or email.
• Outgoing and confident:
• You’re comfortable talking on the phone, even when it involves discussing delicate or tricky situations.
• You’re not afraid to have tough conversations with frustrated individuals.
• Organized:
• You’re focused, detail-oriented, and enjoy learning about new sales processes, procedures, and campaigns.
• You can juggle multiple projects with ease. (Actual juggling skills are not required, but would be cool!)
• Collaborative:
• You’re a positive, solution-oriented team player with the ability to work as part of a team in a fast-paced, high-energy environment.
• You believe the team’s success is a reflection of your contributions.
• Learning Orientation:
• You’re always eager and willing to learn something new. You’re not afraid to get things wrong as you work towards new skills.

Credentials and Experience:

• Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
• Legal right to work in the United States

This role is designed to be remote.

The hiring range for this position is between $24.04 - $26.44 hourly, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. Additionally, this position is eligible for an Annual Bonus.

Other details

Pay Type Hourly