Technical Support and Operations Specialist

At Clayful, we’re revolutionizing mental health support for students by blending compassionate coaching with innovative technology. As an early-stage edtech startup, every team member plays a pivotal role in building and refining systems that help us scale our mission to improve mental wellness. We’re seeking a Technical Support and Operations Specialist who thrives in dynamic environments and embraces ambiguity. If you’re a tech-savvy problem solver who loves learning and values working with purpose, this role is for you. What You’ll Do As our Technical Support & Implementation Specialist, you’ll be the backbone of Clayful’s technical operations, ensuring our systems run reliably, data flows accurately, and schools and partners receive timely, high-quality support. You’ll collaborate cross-functionally to diagnose issues, maintain tools, and build automations that keep our service delivery efficient and scalable. This is a highly hands-on, internally collaborative role with responsibilities including: Technical Support & Troubleshooting

• Serve as the first line of response for partner and internal questions and issues, identifying and resolving technical challenges with urgency and clarity.
• Investigate root causes, escalate issues when necessary, and ensure timely resolution while making improvements to prevent the same issue in the future.
• Maintain detailed documentation of issues, resolutions, and recurring patterns to reduce future friction.

Implementation Support

• Support the setup and configuration of Clayful systems for new school and district partners, ensuring accuracy and reliability.
• Ensure smooth technical onboarding by validating data, communicating with customers about data discrepancies, and tracking and following up on ongoing data issues.
• Adhering to a step-by-step process for customer onboarding operations, making sure all required tasks are completed and documented with fidelity.
• Partner with Customer Success to ensure schools have what they need to launch successfully.

Data Management

• Roster student and staff data with precision and care, ensuring clean and consistent records across systems.
• Build and manage automations that move data between platforms while maintaining integrity and security in adherence with FERPA and HIPAA.
• Create and maintain reporting and dashboards using Salesforce, Google Sheets, and tools like Coefficient.

Operational Excellence

• Become an expert in current workflows, tooling, automation, and data collection.
• Design, maintain, and optimize workflows to automate processes and improve operational efficiency.
• Identify friction points in cross-functional workflows and proactively implement solutions.
• Continuously monitor system performance and usage patterns to identify areas for improvement.

Who You Are We’re looking for someone energized by solving technical challenges, building reliable systems, and supporting others through clear communication and thoughtful troubleshooting. Key Traits We’re Seeking Detail-Oriented: You’re meticulous in execution and documentation, ensuring accuracy across workflows and data. You take ownership and make sure things get done and done well. Highly responsive: Slack is your command center. You use Slack to communicate progress transparently and keep everyone aligned. You respond promptly, acknowledge requests, keep stakeholders updated, and close the loop when a task is complete. Thrives in reactive work: You’re at your best when you’re responding to requests, troubleshooting issues, and unblocking others. You enjoy being the first line of support and get satisfaction and joy from fixing problems quickly and effectively. Tech-Savvy: Comfortable with Zapier, Slack, Salesforce, Google Sheets, APIs, and troubleshooting tools; able to navigate technical issues and even code light solutions when needed. You understand how systems fit together and know how to diagnose, debug, and improve them. You’re comfortable moving between tools and learning new ones quickly. Curious Problem Solver: You love diagnosing issues, tracking down root causes, and delivering clear, effective solutions. You enjoy diving into new tools, methods, and challenges. Clear Communicator: You cut through noise with concise, high-quality communication at all times. You adapt your communication to different audiences, technical or non-technical, while keeping it straightforward and actionable. Dependable Team Player: You’re a self-disciplined, dependable teammate who takes ownership of their work, meets deadlines consistently, and communicates proactively on a fully remote team. Intentional: You’re comfortable making pragmatic decisions to support customers quickly, even if it means adding short-term tech debt. You clearly document what was done, why, and what needs to be revisited, and you make a plan to ensure nothing gets lost. Mission-Driven: You’re inspired by making a meaningful difference in students’ lives. Why Join Clayful? Purposeful Work: Your contributions directly impact students’ mental health and wellness. Growth Opportunities: We prioritize learning and provide plenty of opportunities to grow with the company. Startup Energy: Work closely with a passionate team in a flexible, remote environment. Dynamic Challenges: Every day is different, with plenty of room to innovate and make your mark. Total compensation for this role is market competitive, with healthcare coverage, paid time off, and a range of other benefits and perks. Apply tot his job Apply To this Job