Partner Support Associate, Mainstay
$57k
Plus equity
Chatbot-powered student engagement platform
Job no longer available
Chatbot-powered student engagement platform
21-100 employees
Job no longer available
$57k
Plus equity
21-100 employees
Company mission
To help people take the next step toward a more fulfilling life.
Role
Who you are
- Analytical and creative approach to problem-solving
- Strong written and verbal communication skills
- Strong attention to detail and effective prioritization
- Self-starter mindset and flexibility in a fast-paced environment
- Autonomy with a team player mentality
Desirable
- 1+ years of experience in a customer-facing role is a plus
- Familiarity with data integration troubleshooting (SFTP, APIs, CRMs), Excel, SQL
- A passion for increasing education access for all learners is a plus
What the job involves
- Our Partner Support Associates play a crucial role in supporting both our institutional partners and the students they serve
- At the core, we value problem-solving, effective communication, and patience when delivering a world-class experience to our partners, and in turn, help them do the same with their students
- Develop deep knowledge of Mainstay software platform and customer base
- Collaborate with and guide our partners to effectively resolve issues via tickets and calls (when necessary) in accordance with our service level agreements
- Answer and prioritize a range of inquires from how-to questions (product education) to troubleshooting technical concerns (data integration setups/troubleshooting and bugs)
- Diagnose software and data issues and liaise with our Product, Engineering, and Partner Success teams to escalate and resolve them
- Provide consistent customer feedback to internal stakeholders
- Author, organize, and continually update necessary articles for our Help Center
- Show composure, resilience, and flexibility as customer needs evolve
Our take
Mainstay’s education-oriented chatbot uses the latest in AI to provide the guidance students need to navigate the college experience.
Colleges can’t always be there at all hours of the day to answer student questions. Mainstay’s system uses SMS text messaging, web chat, and chatbots to provide information and tailored, interactive messages to help drive enrollment. Given multiple randomized controlled trials that have demonstrated that Mainstay’s platform leads to increased enrollment, this is a valuable asset for any educational enterprise looking to maximize its investment.
A variety of colleges, including Wayne State, West Texas A & M, and Allegheny College have successfully used Mainstay’s system to increase enrollment, particularly for underserved populations. While Mainstay is continuing to establish itself given its recent name change from AdmitHub, and with competitors such as Intercom and Drift vying for a share in the college conversational sales market, Mainstay will need to continue to make the most of its recent $16 million investment to continue to provide education-enhancing services.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Company HQ
Downtown Crossing, Boston, MA
Leadership
Kirk Daulerio
(Co-Founder)They previously worked in athletics at their alma mater, Swarthmore College; on the admissions staff of Princeton University, University of Pennsylvania, and Bowdoin College; in college counseling at Gould Academy; and as Director of Member Relations for the Common Application.
Andrew Magliozzi
(Co-Founder & CEO)Before founding Mainstay (formerly AdmitHub) in 2014, they founded Signet Education and KarmaNotes.org. They have an undergraduate degree from Harvard College in History and Literature.
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