Join the Perusall team

Part-Time Customer Success Specialist

About Perusall

Created by educators for educators, Perusall is a social learning platform that transforms reading into an engaging, collaborative experience. Used by instructors and students worldwide, Perusall helps build meaningful connections around course content (books, articles, videos, podcasts, and more) so that every student comes to class prepared.

About the role

We are looking for an enthusiastic, welcoming, and self-motivated Part-Time Customer Success Specialist to join our growing team. You and the support team will serve as a primary point of contact for our users, helping them master our platform, resolve technical issues, and most importantly, feel valued. This role requires strong problem-solving skills, excellent communication, technical knowledge, and a genuine passion for helping people. You will play a crucial role in improving user satisfaction and shaping our product by communicating feedback directly to the engineering and product teams. This role is primarily designed to cover times outside of normal business hours, including weekends and evenings for 15-20 hours a week, with flexibility for no more than 30 hours a week. Additional hours within normal business hours may be available as mutually agreed upon.

This role reports directly to the current Customer Success Manager. There is potential for expanded responsibilities depending on company need and employee interest.

Key responsbilities

• Frontline Support: Respond promptly and professionally to customer inquiries and issues via email. Improve effectiveness & efficiency of customer interactions. 
• Troubleshooting: Diagnose, reproduce, document, and resolve technical issues related to the Perusall platform.  Work collaboratively with Engineers to pinpoint and resolve platform issues. 
• Documentation: Create and update internal knowledge base articles, FAQs, and public-facing documentation to empower self-service (requires strong writing and basic image/video editing skills). 
• Customer Advocacy: Act as the voice of the customer, escalating recurring issues and collecting detailed feedback for the product development team (e.g. creating product feature requests on behalf of customers).‍
• Additional Related Tasks: Collaborate on team projects, such as the Perusall Exchange or Perusall Book Events; complete support-related tasks as needed, such as platform testing.

Required qualifications

• Bachelor’s Degree, or currently pursuing one.
• Strong organizational and time-management skills; naturally empathetic, positive, adaptable, and collaborative.
• Exceptional written and verbal communication skills; ability to explain technical concepts clearly to non-technical users.
• Proficiency with or willingness to learn at least one major helpdesk software (e.g., Zendesk)
• Strong analytical and troubleshooting abilities to solve complex problems quickly.
• Ability to work independently and manage a high volume of inquiries.
• Familiarity with Canva, Google suite (especially Google Sheets), and Vimeo.

Preferred qualifications

• Preferred degree in tech-related field OR 2 years of experience in a customer-facing support role. 
• Prior experience in Education or EdTech is a plus, but not required.
• Familiarity with reporting and analytics tools, CRMs, etc. (e.g., Linear, HubSpot, etc.).
• Basic understanding of Learning Management Systems, LTI tool integrations, and log management systems (e.g. Solarwinds).
• Current Perusall user, or previous experience using the Perusall platform is a plus!

What we offer

• Competitive hourly rate ($22-28/hour) commensurate with experience, with the potential for growth and advancement.
• Remote work.
• Schedule primarily covering evenings and weekends, with flexibility on specific hours within those windows.
• Opportunity to collaborate with a mission-driven team making an impact in education.

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Perusall is built on inclusion, respect, and collaboration. We believe that bringing together people with diverse experiences and perspectives makes our team stronger and our work more impactful. We’re proud to be an equal opportunity employer and encourage individuals from all backgrounds to apply.