• Own and evolve the customer login and portal experience, balancing usability, security, and scale. • Lead customer discovery with SMB users to uncover friction, unmet needs, and opportunities. • Define and execute a clear product vision, strategy, and roadmap for customer experience and AI-driven features. • Partner closely with UX, engineering, data, and AI teams to design intuitive, scalable experiences. • Use data, experimentation, and customer insights to drive prioritization and continuous improvement. • Thoughtfully integrate AI into the customer experience (personalization, automation, self-service). • Act as the voice of the customer, advocating for clarity, simplicity, and usability across the product.

• Lead and scale a world-class customer support team that sets the standard for customer support within our company and in the industry. • Establish a team identity and culture that centers around a standard of excellence, high performance, respect, diversity, and unity across the team. • Demonstrate extreme ownership combined with constructive collaboration with other internal, cross-functional team members to drive alignment and execution for our customers. • Implement an individual and team development strategy, including coaching, training, mentoring, career development, and performance management. • Improve the operational processes, strategies, measurement, and plans to deliver strong results – for our customers and our company. • Define and own the entire customer support experience, ensuring an exceptional customer experience. • Be a key partner and strategist with our product team to ensure our product strategy is delivered to the current and future needs of our customers. • Assist sales team by providing customer support program overviews to prospective clients. • Represent our customers and our customer support team on the leadership team, including owning all key objectives and results.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Clever is looking for Contract Customer Support Representatives to help deliver outstanding customer experience for our school district and application partners through fast, friendly, and personalized technical support. This is a contract opportunity that begins on May 18 or June 15 and concludes on September 25, 2026. - Independently manage and prioritize high seasonal volume of customer support requests via phone and email from your individual queue (handle around 40+ phone and email cases a day). - Communicate with District Administrators and our Application Partners to resolve product-related issues as our customers are getting their Clever accounts ready for the new school year. - Utilize analytical and problem-solving skills to investigate, test, and troubleshoot system features. - Navigate and contribute to internal and external product documentation. - Collaborate and support the team by sharing ideas and knowledge, being a reliable team member, and willing to help others when needed. Qualifications - Experience in fast-paced customer-facing positions: you have worked email or phone support before and can independently assess, manage and prioritize support requests based on need (i.e. priority levels, deadline) and risk. - Passion for solving technical problems to help others: you work deeply to understand customers' perspectives to assess their needs and define technical solutions to help them achieve their goals. - Comfort navigating ambiguity: you may encounter problems or situations that we have not seen before – you are comfortable with partnering with the customer to find a solution and document learnings. - Excellent communication skills: you can explain technical concepts to both technical and non-technical audiences and can communicate and empathize with stakeholders to drive issues to resolution. - Technical Prowess: You pick up new technology quickly and love learning how things work. - Team player: You are passionate about uplifting and collaborating with others to ensure the team and customers are successful. - Interest in education: You believe in Clever’s mission of making it easy to bring great software to the classroom. Requirements - Bonus: Experience handling issues related to data imports and integrations. - Bonus: Experience working with Single Sign On (SSO) or have a basic understanding of SSO. - Bonus: Experience working with or in K-12 schools or districts. - Bonus: Experience with industry tools such as Salesforce, Slack, Guru, Confluence, Chartio, etc. - Ability to work during one of the following shifts (Monday - Friday): - 7am - 3:30pm PT - 9am - 5:30pm PT - Ability to work overtime: during mid-August through mid-September, it is expected to work up to 2-4 hours of overtime a day (overtime paid at 1.5x hourly rate). Benefits - Compensation for this role for candidates living in the United States, excluding NYC, NY and San Francisco, CA, is $28 per hour. - Compensation for this role for candidates living in NYC, NY and San Francisco, CA, is $31 per hour. Inclusion and Belonging Clever believes classrooms and our company should be diverse and inclusive. We celebrate actions that build diverse teams, include every voice, and create safe spaces for everyone to bring their authentic selves to work. Notice of Artificial Intelligence Use in Hiring Please note that Clever Inc. (“Clever”) uses artificial intelligence (AI) tools as part of our hiring process for certain positions. - AI Systems Used: - Willo.ai (developed by Willo) - Used for candidate assessments. - BrightHire Screen (developed by BrightHire) - Used for initial phone screening. - Granola.ai (developed by Granola) - Used for AI-powered transcription and note-taking. - Employment Decisions Affected: Recruitment and hiring. - Purpose and Data Collected: The assessment tool evaluates candidate responses to skills questions and generates scores that are reviewed by human recruiters. - Human Review: All AI-generated outputs are reviewed by human decision-makers before any hiring decisions are made. Contact For questions about our use of AI in hiring, contact our Talent Acquisition Team at ta-ai-transparency@clever.com. If you require a reasonable accommodation related to our use of AI tools or if you are applying from a jurisdiction which gives you specific rights to opt out of AI review and you would like to use that right, please contact our Talent Acquisition Team at ta-ai-transparency@clever.com to request an alternative assessment process. Clever does not use AI for any employment decision that has the effect of subjecting employees or applicants to discrimination on the basis of any class protected under the Illinois Human Rights Act.

• Own the end-to-end Customer Success lifecycle, including implementation, onboarding, ongoing change management, adoption, renewals, support and overall customer satisfaction for enterprise customers. • Ensure success across diverse customer environments by accelerating adoption and engagement among both centralized teams and distributed end users to deliver measurable value. • Build and scale a world-class Customer Success function, including hiring, coaching, and developing a team committed to exceptional customer outcomes and long-term partnership. • Lead executive-facing engagement cadences such as QBRs, ensuring alignment on goals, performance, and roadmap while reinforcing Clarium’s role as a trusted, strategic platform. • Collaborate closely with the executive team to provide actionable product feedback, influence product roadmap decisions, and contribute to company-wide leadership initiatives. • Establish strong relationships with key customers, understanding their needs, challenges, and objectives. Drive initiatives to enhance customer satisfaction, loyalty, and advocacy.